service-icon-groupdivert Group Divert (ACD)

When a call is received, it's held in a queue before being distributed to a group of numbers or extensions. These can be landline, mobile or IP (VoIP) anywhere in the world.

You can set priorities to determine how calls are answered, and manage numbers and extensions to ensure incoming calls are handled as efficiently as possible. Extension groups are also known as "hunt groups". Using the Group Divert service, you can set up multiple hunt groups and distribute calls to them as required.

You can set priorities to determine how calls are answered, and manage numbers and extensions to ensure incoming calls are handled as efficiently as possible. Extension groups are also known as "hunt groups". Using the Group Divert service, you can set up multiple hunt groups and distributed calls to them as required.

When optimising call answering is a priority, the Group Divert service is the answer for you. With pre-announced calls, configurable pathways and configurable announcements, the Group Divert service is a robust ACD (Automated Call Distribution) system that puts you in control of your received calls.

Group Divert Overview

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  • Choice of routing priorities & options.
  • Calls can be pre-announced.
  • Configurable call queuing and on-hold music .
  • Calls not answered can be sent to voicemail or another service.
  • Agent or operator call transfer included.
  • Configurable announcements.
  • Can be integrated with all other services.

How does it work?

The Group Divert service, sometimes known as a Hunt Group or Automated Call Distribution (ACD) system, diverts calls to any group of telephone numbers in the way that best suits your business. The caller hears a customisable announcement and is placed in a queue.

Each number specified in the group is called until the call is answered or customisable settings (e.g. queue size, duration) dictate that the call is not connected. In this case, options include ending the call, putting the call through to voicemail or another service such as a switchboard, or transferring to other hunt groups used as overflow. Some of our clients use it to divert to an external call centre.

If the call is answered it may be pre-announced with a ‘whisper message’ so the person answering knows where the call is coming from. They can then choose to accept or reject it. For example, the ‘whisper message’ announces a call to your support line, so your support staff know to answer it, whereas your accounts staff may choose not to.

Note - when used with your caller list, the ‘whisper message’ can also announce the name of the caller.

There are also a range of options open to supervisors responsible for managing hunt groups, such as the ability to log individual extensions on and off, sin-bin extensions that aren't performing and monitoring incoming calls in real time through the Wallboard feature

Users can also log individual extensions on and off themselves if they need to.

Calls can be distributed in one of the following ways:

  1. On a customisable priority basis to specified numbers in the group. The extension (telephone number) with the highest priority number always gets called first.
  2. Rotated through all available numbers so calls are shared out

We also have a short video tutorial on how to use the Group Divert service. You can watch it by clicking here.

We also have a short video tutorial on how to use the Group Divert service. You can watch it by clicking here.

Typical uses

The Group Divert service can be used on its own or with other services. Some examples are:

  • Companies running call centres.
  • Companies using outworkers or with multiple offices.
  • Companies who share calls across a team.

Other Group Divert Features

The Group Divert service comes with a number of other services and features built in. It is also generally used alongside several others, the most popular of which are listed below (some may incur an additional cost):

Pricing

Group Divert Service

Number type: Can be used with any of our number ranges
Attached to a live number as its primary service: 70p/day
Used in conjunction with other services: Free

 


To get started, call us on +44 (0) 333 247 00 00 or click here