Follow these steps to customise what happens when someone calls your mobile number.
How to Access Your Settings
Log in to your dashboard.
Click Users in the left-hand menu.
Select the User/SIM you wish to update.
Click the Calls tab at the top of the user profile.
Understanding the Routing Sequence
The system follows your settings from top to bottom. You can toggle each section On or Off to build your perfect call flow.
1. Ring (Initial Connection)
Toggle: If OFF, the call will skip your SIM entirely and move to the next step (Forwarding or Voicemail).
Ring Timeout: This is how many seconds the call will ring on your phone before it moves to the next stage.
2. Forwarding (Divert to another number)
Toggle: If ON, the call will divert if you don't answer within the "Ring Timeout" period.
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Forwarding Options: Choose where the call should go:
Extension: Forwards to another colleague's ONSIM line.
Groups: Forwards to a pre-set Hunt Group (e.g., your Sales or Support team).
External: Forwards to any non-ONSIM number (like a home landline or a different mobile).
Forwarding Number: Select the line from the dropdown or type in the external number manually.
Timeout: How many seconds the call should ring at this second destination.
3. Voicemail (Final Destination)
Toggle: If ON, this is the "safety net" where the call ends if no one answers the previous steps.
Personalisation: Choose between a standard system greeting or upload your own .
Delivery: Update the email address where your audio recordings should be sent and your delivery method.
💡 Pro-Tips for Diverts
The "Instant Divert": To send all calls straight to another number without your phone ringing at all, toggle Ring to OFF and Forwarding to ON.
Checking for Errors: If you choose an External forward, double-check the number for typos—an extra digit will cause the divert to fail.
Advanced Scheduling: If you need these diverts to change automatically (e.g., after 5 PM or on weekends), please refer to our [Time of Day Routing Guide].
⚠️ Important: The Role of Voicemail
We strongly recommend keeping Voicemail enabled as the final step in your call routing.
Why? If a call reaches the end of your routing chain (e.g., you don't answer and no forward is set) and Voicemail is turned OFF, the call will simply disconnect. This can be confusing for customers, who may assume your line is broken or that the call failed. Keeping Voicemail active ensures every caller has a professional way to leave a message.
Need Assistance?
If you have questions about your specific routing setup, our team is here to help. Email us at support@onsim.uk.