A diversion forwards an incoming call out of the platform to an external phone or mobile number, letting legacy systems and devices connect to the platform.
Use a diversion as a last resort. If you need to reach an external user, remote worker or "road warrior", prefer the mobile app — it gives better flexibility and a better experience for everyone on the call.
¶ Caller ID on diverted calls
On a diverted call, the caller ID shown at the destination is the number the caller dialled (your own number) — not the original caller's number. You cannot identify who is calling from the caller ID.
To get the caller's number, ask them, or look it up in the portal's call reporting section (unless they called from a private number).
This behaviour complies with recent anti-spam laws and combats forwarded calls to the Telstra network, which are now rejected if they try to send another Telstra number as caller ID.
¶ Charges
Forwarding a call to an external number may incur additional charges.
¶ Set up a diversion
Go to Numbers → Manage Number → Diversions and click Edit, then choose when the call diverts.
| Type | Diverts when… |
|---|---|
| Busy | The line is already on a call. |
| No Answer | The call isn't answered within the Delay you set. |
| Immediate | Always — every call diverts straight away. |
Set the Diverting To number and switch the diversion's Status on. For No Answer, also set the Delay (how long to ring first).
For more complex flows, you can instead add a Divert step inside a call route.