What is Call Diversion?
Call diversion, also known as call forwarding, is the act of redirecting your incoming calls to a different destination other than the original destination of the call. To do this, you can simply set call forwarding on your business phone to a number that will be better equipped to handle a customer inquiry whether that be a cell phone or different number.
Why Use Call Diversion?
Avoid Missing Calls: Missing calls is a BIG problem for many small businesses. Whether you’re too busy or don’t have the staff to answer the phone, diverting calls to a different number can ensure that 100% of your calls are being answered.
Forward Calls After Hours: Offering 24/7 customer service can mean that you can accept appointments or transactions well after your doors close. Forwarding calls to a virtual receptionist is a popular way to have your business be open around the clock.
Forward Calls During Busy Times: Every small business has their peak times and rushes. Handling those rushes while still answering the phone can be a challenge. Diverting calls during busy hours is an easy way to combat that and ensure you’re delivering the best customer experience when it matters most.
Forward Calls to Cell Phone: Diverting calls to your cell phone means that you don’t have to physically be by the phone to answer it.
Key Call Diversion Terms to Know
Depending on your business phone plan provider, setting up call forwarding may require a call to customer service to ensure that your calls are diverting exactly how you want them to. Here are some key terms to know:
Unconditional Call Forwarding: Is the act of diverting your calls immediately, without delay for all calls placed to your number.
Conditional Call Forwarding: Conditional Call forwarding is used to forward your calls to a different number if you’re unable to pickup the phone when you get a call.
Line Hunting/Hunt Group/Ring Through Enablement: Is the method of distributing phone calls from a single telephone number to a group of several phone lines. It’s important that this functionality exists on the line that is being reverted back to your business so that if that phone line is busy, it will “hunt” for an open line.
SMS Landline Enablement: This allows you to send and receive sms messages from your business phone line and existing number.
Call Forwarding Busy: Forward calls when a line is busy
Call Forwarding No Answer: Forward calls after a certain amount of rings or when there is no answer
When to use Call Diversion
Below is a table of when to use key call diversion terms:
How To Enable Call Forwarding with Major Carriers
While we always recommend calling your phone company when setting up your Call Diversion from your business line, here are some ways that you can setup call forwarding with major carriers.
Forward Verizon Business Calls
Unconditional Call Forwarding: Call *72 on your landline + New Number you’re forwarding to
Call Forwarding Busy/No Answer: Call *71 on your landline + new number you’re forwarding to
To turn off forwarding: Call *73
For more information on how to setup Verizon call forwarding, please visit this page.
Forward Comcast Business Calls
Unconditional Call Forwarding: Call *72 on your landline + New Number you’re forwarding to
Call Forwarding Busy: Call *90 + New Number
Call Forwarding No Answer: Call *92 + New Number you’re forwarding to
Deactivate Call Forwarding: Press *93 and listen for a confirmation tone that it has been deactivated
For more information on how to setup Comcast call forwarding, please visit this page.
Forward Spectrum Business Calls
Unconditional Call Forwarding: Dial *72 + New Number you’re forwarding to
Call Forwarding Busy: Dial *90 + New Number (To Deactivate, dial *91)
Call Forwarding No Answer: Dial *92 + New Number (To Deactivate, dial *93)
For more information on how to setup Spectrum call forwarding, please visit this page.
Forward AT&T Business Calls
Unconditional Call Forwarding: Dial *72 or #72 + New Number you’re forwarding to
For more information on how you can divert your calls using Greet, please visit www.bensen.ai
