Phone Diversion
Set up call diversion to your Avenue Call Agent
Set Up Call Diversion
This guide explains how to configure your phone system to route calls to your Avenue Call Agent.
Prerequisites
Before you begin, make sure you have:
- Your Avenue Call Agent phone number (sent to you via email)
- Access to your phone system or provider settings
Understanding Call Diversion
Call diversion (also called call forwarding or call redirect) routes incoming calls from your number to another number - in this case, your Avenue Call Agent.
Common use cases:
- After-hours diversion - Calls redirect to the AI agent outside business hours
- Overflow diversion - Calls redirect when your line is busy or unanswered
- Full diversion - All calls go to the AI agent (useful during holidays)
Choose Your Setup Guide
Select the guide that matches your phone type:
Business Landline
For landlines managed by a telephony provider (Telstra, Optus, VoIP services)
Personal Mobile
For personal mobile numbers (04xx xxx xxx) with manual dial codes
Important: Direct Diversion Setup
For the Call Agent to work correctly, you must set up direct diversion from your number to the Avenue number.
Why This Matters
The Call Agent needs to see your customer's phone number (caller ID) to send SMS booking links. This only works with direct diversion.
Correct Setup
Customer → Avenue Call Agent
Your phone provider diverts calls directly to the Avenue number. The customer's caller ID is preserved, so the AI can send them an SMS.
Incorrect Setup
Customer → Your Phone → Avenue Call Agent
If calls pass through your phone first, the Call Agent sees your number instead of the customer's. SMS functionality will not work.
The Key Difference
| Setup | What Call Agent Sees | SMS Works? |
|---|---|---|
| Direct diversion | Customer's number | Yes |
| Via your phone | Your number | No |
Support
Contact Avenue support at info@avenue2.au if you need assistance with your Call Agent setup.