Frequently Asked Questions

You always retain full control over when calls are routed to our AI Voice Agent. Routing is managed by enabling or disabling call forwarding (diverts) on your phone line or mobile device, allowing you to turn the agent on or off whenever necessary.

How you transfer or divert your calls depends on the type of phone service you are using: 💻 VoIP / Cloud Phone Systems (e.g., 3CX, RingCentral, Teams, Voipfone, Zoom) If you use a cloud business phone platform, you can transfer calls to the AI Agent either by setting up routing rules in your admin portal or using SIP/Extension forwarding:Admin Portal Setup (Recommended):Log in to your provider’s administrative portal or dashboard.Navigate to Call Handling, Inbound Rules, or Call Forwarding.Select when you want calls routed to the AI Agent (e.g., Always, When Busy, No Answer, or After Hours).Set the destination to the Agent's Assigned Phone Number or dedicated SIP Extension. IP Desk Phones / Softphones:Press the Forward (or Divert) button on your physical IP phone or desktop app, enter the Voice Agent's number, and toggle it on or off as needed.Call Queues & Overflow:You can add the Voice Agent as an extension within a Call Queue or Ring Group to handle overflow when human agents are busy or unavailable. ☎️ UK Landlines (BT, Sky, TalkTalk, Plusnet, Virgin Media) To set up call forwarding on standard UK landline services:Pick up your handset and wait for a dial tone.Dial the appropriate code followed by the agent number and press #. ProviderDivert All CallsDivert UnansweredHow to CancelCharges / NotesBT21 [Number] #61 [Number] ##21# or #61#Diverts after ~15 sec. Managed online for BT Cloud Voice.Sky21 [Number] #61 [Number] ##21# or #61#Standard per-minute charges apply.Virgin Media21 [Number] # or *7361 [Number] ##21# or #61#*73 allows automated voice prompts for custom delay.TalkTalk21 [Number] #61 [Number] ##21# or #61#Standard call rates apply.Plusnet21 [Number] #61 [Number] ##21# or #61#Per-minute charges apply. Important Note on Landline Costs: Forwarded calls are billed by your landline network provider at standard landline-to-mobile rates (typically 10p–16p per minute depending on your tariff). See your provider's website or https://www.ofcom.org.uk/phones-and-broadband/saving-money/managing-your-costs-landlines or https://www.gov.uk/call-charges for more information. 📱 Mobile Phones You can set up call diverts on mobile using keypad dial codes or directly through your phone’s settings menu: Keypad Codes: Enter the code into your dialer app and press the Call button: Divert All Calls: **21*[Agent Number]#Divert Unanswered Calls (after 15 sec): **61*[Agent Number]#Divert When Busy: **67*[Agent Number]#Divert When Unreachable / Switched Off: **62*[Agent Number]#> Tip: Use international format starting with +44 instead of 0 (e.g., **21*+447700900123#). Set Delay / Number of Rings BEFORE the Call Diverts Open your mobile dialer app and enter: **61* [Forwarding Number] ** [Seconds]# 💡 Example If you want unanswered calls to divert to +447700900123 after 20 seconds: Open your phone dialer.Type: **61*+447700900123**20#Press Call.You will see an on-screen confirmation message confirming the divert time update. ⏱️ Time Options 5 seconds (~1–2 rings)10 seconds (~2–3 rings)15 seconds (~3–4 rings — default on most networks)20 seconds (~4–5 rings)25 seconds (~5–6 rings)30 seconds (~6+ rings — maximum allowed)Note: Always use the international format (e.g., +44 instead of 0) when entering the target phone number. Device Settings: iPhone: Go to Settings > Phone > Call Forwarding, toggle it on, and enter the target agent number.Android: Open the Phone App > tap Menu (3 dots) > Settings > Call Forwarding (or Supplementary Services), select your preference, and enter the target agent number. To Cancel Mobile Diverts: Cancel specific divert: Dial ##21#, ##61#, ##62#, or ##67#.Cancel all diverts at once: Dial ##002# and press call.