In this article, we will look at the creation and editing of diverts. There are 4 types of divert that can be created: Number divert; User divert; Timed diverts and Switching to holiday mode.
Log in to the Agilico Connect Admin Portal (https://customerportal.hp2k.co.uk/)
Number divert
Once you are in the Agilico Connect portal, navigate the menu on the left side of the page and select Advanced at the bottom. You will then be greeted with a further drop-down menu, select Diverts.
- In this form, you will be able to view all numbers registered on your tenant and a Diverted: Active/Disabled toggle button.
- To view or modify where a configure divert is pointed to, search for the number you require and click the Edit button (Pencil icon).
- You will be greeted by the ‘Number Details’ form. Enter the full telephone number you wish to divert to, tick the divert box, then press the 'Save' icon to activate the divert
- To disable uncheck the activation box and click save
User divert
If the user has a DDI, you can follow the above advice for adding a divert. If they don't have a DDI then you can follow the information below:
1. Navigate to the ‘Users’ section of the menu on the left-hand menu.
2. Find the user you are looking for in the user list and click on the pencil/edit icon to the right of their name.
3. Here, you can turn call forwarding on for the user, should they be away from their desk. To do this, click the 'Forwarding' drop down menu and select ‘on’.
4. You can forward this user to an external number, or another extension number by adding it into the ‘Forward internal/external calls to’ fields.
You can also set call handling in here for all calls. This will allow you to forward calls to voicemail, or another user/team if the users phone is not answered in XX seconds.
1. In the user profile, look at the 2 boxes titled ‘Internal/External Call settings’.
2. If you would like calls to this user to go back to a reception call group after 20 seconds of no answer, do the following.
3. Change the ‘No answer timeout’ field to 20 on Internal or External calls (or both).
4. Click the ‘No answer action’ drop down menu and select where you would like the calls to go (Call group/Queue, Voicemail, user etc).
5. Do the same for the ‘On busy action’.
6. Click the save icon.
Example below:
If someone calls this user internally, after 20 seconds the call would be sent to the Finance call queue. If the user was busy, it would set it straight to voicemail. If someone external comes through to the user then after 20 seconds of no answer, it would go to the users Voicemail. If the user was busy then it would go to the AAA menu, which you could set to read out a sound file such as “Sorry I am busy at the moment - Please emails me at username@domain.co.uk and I will pick your request up when I have time”.
Note - This is usually set to the users Voicemail box.
Timed Divert
Also known as a holiday. You can find the holiday guide at Holidays - Agilico. If you need a timed divert setup for one user, you will need to direct that users number to a Time & Date condition first (Time & Date Conditions - addition and removal - Agilico). Once the Time & Date condition is set, you add the holiday to that time condition. From here you have multiple choices, such as creating an announcement only menu (Creating a call menu/Announcement - Agilico) which plays an announcement then sends to caller to voicemail. Or you could divert the call to another user/Call group/queue.
Holiday mode
Holiday mode is set per Site. If you have one office, you will have one named site. If you have 10 offices, you will have 10 sites with different names for each location. Holiday mode changes the call flow per site. Prior to changing a Site mode, you need to set where the different modes will go:
1. Using the left hand side menu in your portal, click on ‘Telephone Numbers’
2. Find the number you are looking for and click the edit/pencil icon.
3. Under the ‘Call routing’, you can change what each mode routes to:
4. Click select for the destination you would like to change and then change the routing to where you want it to go. For instance, if it was lunchtime and you wanted phones to be sent to a voicemail box, select the ‘Edit’ button and then the correct routing and click save.
Next, you need to change the destination that the site is routing to.
1. You need to use built in feature codes (Feature Codes - Agilico). Specifically, on any handset, dial *21 and follow the instructions.
2. It will list 4 different modes: Day; Night; Lunch; Break (Holiday).
3. Pressing option 4, for Break will put the whole site that phone is attached to into Break mode and all calls to that site will route to whatever you have selected for that destination.