Group Divert (ACD)
Diverts callers to a single number or group of numbers including queuing and on-hold music. Some people may call this a hunt group.
Overview - Why use the group divert service?
The Group Divert service provides the ability for calls to be diverted to one of multiple telephone numbers. The caller is placed in a queue and played a customisable announcement whilst the call is waiting to connect. Each telephone number specified in the number/extension group is called until the caller is connected or the settings (queue size, duration) dictate that the call is not connected.
If the call is answered then as with the Call Divert service it may be pre-announced and an acceptance menu provided.
If not connected then the call may be ended, put through to voicemail or to another service such as a switchboard, or another Group Divert used as overflow.
Although primarily used for providing ACD like facilities this service is also used to provide follow-me style functions where an individual may have several numbers they can be contacted on with each one being called in priority order.
When diverting to a group of numbers, calling patterns can be set up, determining which numbers should be called for how long, whether calls can be queued, and what should happen if the call is not answered.
The Group Diversion service is so comprehensive that it can and is used by some as a disrtibuted ACD system.
The above facilities are used for many different reasons, including:
- Companies that operate call centres using outworkers and/or multiple offices.
- Companies that have people on the road but do not want to give out mobile numbers.
- Individuals who currently have an office, mobile and home number but want one number through which they can be reliably contacted.
- Where it is necessary to divert calls to larger groups of people than would be convenient using a Call Diversion service, callers simply enter an extension number and the Group Divert service transfers the call.
- Non-UK companies wanting a UK presence (08xx numbers such as Freephone, or a London number), with calls diverted to a non-UK office.
- People wanting to take calls on their mobiles but wanting to have a UK number.
- and on ....
Like all Callagenix services, the Group Divert service provides, fax, voicemail, configurable announcements, an easy-to-use interface and can be integrated with all other Callagenix services - see features for a full description of the facilities available. It can be set up and operated in a test environment free of charge
How does the group divert service work?
All you need to do is select a UK or international telephone number to use with this service, and specify precisely how you would like calls to be handled. If you want your callers to be greeted with a message, this can be uploaded as a recording or using our ‘text to voice’ online service. You can also upload hold music.
By using the Callagenix group divert service callers should never hear an engaged tone ensuring that callers are always connected straight through to you.
All incoming calls will be identified as voice or fax calls and redirected appropriately, based on the criteria you have specified.
If you need to add or remove numbers from hunt groups, change redirect numbers or alter the service in any way; you can do this easily using our online management system.
How much does the group divert service cost?
All service costs are per day and include a choice of a single phone number. Depending upon the number chosen to run your service, there may be a call cost to you, or revenue paid to you.
| Callagenix Group Divert Service | Costs |
| Service Rental | 70 pence per day |
| Service Set-up |  |
| Choice of any Telephone Number |  * |
| Customizable welcome & message prompts For more details click here. | |
| Fax to email service (If same number used) | |
| Voicemail retrieval by phone | |
| Voicemail or Fax messages sent to email | |
| On line Reporting & Statistics | |
| ACD Log on/off | |
| On-line Administration | |
| Out of hours answer phone | |
| Multi-call queuing | |
| Choice of on-hold music | |
The cost of a standalone group divert service
is just 70 pence per day, or free if it is being
used as part of the virtual switchboard or ‘time
of day’ services. For more details on charges and costs see pricing.
See our Selection of Avaliable Numbers ...