Divert Calls to Mobile or External Numbers.
When your queue is full, agents are offline, or it's after hours, calls need somewhere to go. Call diversion routes them to mobile phones, external teams, or voicemail based on rules you control.
The Problem
What Happens When Calls Have Nowhere to Go
Every unanswered call is a missed opportunity. And most of them happen because there's no fallback when the primary route is unavailable.
Calls ring out and nobody answers
The queue is full. The caller hears ringing for 60 seconds. Nobody picks up. They hang up and you never know they called. This happens dozens of times a day in busy operations.
No way to reach staff on mobile
Your field team, on-call manager, or remote agents could take the call, but there's no way to forward it to their mobile without manually setting up call forwarding at the PBX level.
After-hours calls go to dead voicemail
Outside business hours, calls hit a generic voicemail that nobody monitors. Urgent issues wait until morning. Routine calls never get returned.
No overflow logic between teams
When Team A is swamped, Team B has capacity but never gets the calls. There's no cross-team overflow because routing is configured per-queue with no fallback chain.
The Solution
Every Call Has a Destination
Configure diversion rules so calls always reach someone: a mobile, an external number, a backup queue, or a voicemail with email delivery.
Divert to Mobile or External Numbers
- Forward calls to any mobile or landline number when agents are unavailable
- Configure per-agent or per-queue external diversion numbers
- Sequential or simultaneous ring to try multiple numbers
Overflow Routing Chains
- Define fallback chains: primary queue > secondary queue > mobile > voicemail
- Trigger overflow based on wait time, queue depth, or agent availability
- Cross-team overflow so idle agents in other departments absorb excess volume
Conditional Diversion Rules
- Different diversion behaviour by time of day, day of week, or holiday
- Divert specific caller types (VIP, priority) to dedicated numbers
- Configurable ring timeout before diversion activates
Diversion Logging and Reporting
- Full log of every diverted call: where it went, duration, and outcome
- Track diversion rates by queue to identify capacity issues
- Compliance-ready audit trail for calls forwarded externally
No Fallback vs. Smart Diversion
The Old Way
- Calls ring out and callers hang up
- After-hours calls hit a dead voicemail box
- No way to forward calls to field staff or remote agents
- Overflow requires manual intervention or PBX changes
- No visibility into how many calls were diverted or missed
With Our Platform
- Overflow diverts to mobile, backup queue, or voicemail automatically
- After-hours diversion to on-call mobile with voicemail-to-email backup
- Divert to any mobile or external number per-agent or per-queue
- Rules-based overflow chains configurable in the visual editor
- Full diversion logging with outcome tracking
Explore More