Analogue, ISDN2e, IDSDN30e

If you need to divert your calls from your current premises to somewhere else you first need to establish what kind of phone line you have, who supplies it and what it is plugged into. This is because different providers offer different features on different line types to allow calls to be diverted to another number.

Risks

  • You may need to order an extra service to allow your line to be diverted, which may be chargeable and might take time to apply.
  • You may need to be physically present to initiate the divert.
  • There may be a delay to get the divert in place.
  • You may have to pay for the diverted outbound leg of the call effectively meaning inbound calls start to cost you money.
  • You may only be able to have one number to divert all your calls to – so unless that number can support multiple inbound calls you might have issues answering all your calls.
  • You may need more voice channels as some divert options come into your premises and then go out again – doubling the channels for a call.

SIP Trunks

If you have SIP trunks you need to establish who your provider is. Sip trunks can relatively easily be diverted to any other compatible SIP device or software and, in many cases, your supplier may have disaster recovery options that you can spin up quickly.

Risks

  • If you don’t have a DR (Disaster Recovery) plan you would be advised to get one. If a mass quarantine event happens, it is likely that implementing a new plan will take time as there will be a large demand on maintainers to respond.
  • DR plans may be chargeable and you need to know how to initiate them – hopefully physical presence won’t be required.
  • If you do have a DR plan – test it. Many plans were written a while ago and are out of date – maybe people have left or numbers have changed?

Non Geographic or Area Call numbers.

If your main number (and DDIs) is one of these – they are easily diverted. Again find out who your supplier is and make sure you know how to initiate the DR option and make sure it is up to date.

Risks

  • These are similar to those with SIP trunks

Systems

Phone system in premises.

If you want to divert your calls from your phone system, first you need to establish what system you have and who maintains it. Most phone systems allow you to divert individual phone numbers(DDIs) to different locations – either in the programming software or, if configured, by initiating some pre-programmed option.

Risks

  • As the calls will be diverted from your system the extra outbound diverted call will be chargeable and will take up a voice channel.
  • You may need to be physically present to initiate the divert
  • You will only be able to have one number to divert each DDI to – so unless that number can support multiple inbound calls you might have issues answering all your calls
  • You may need to pay for your maintainer to do the programming if it is not already set up and included in your maintenance contract.
  • The maintainer will need remote access to your system to implement the programming and possibly the divert.
  • If Chess does not maintain your on-premise system, then you will need to check who does and contact them. 

Cloud PBX

If you have a cloud PBX you are usually in good shape if you need to work from anywhere, perhaps that’s why you got one? Depending on the system you use and the devices you take calls on it should be relatively simple to move to a new location and work. Contact your supplier and make sure there is nothing that would cause difficulties.

Risks

  • Your handsets may be set up to work only on your local network at work. If so plugging them into another network may not be easy without reconfiguring the devices
  • Home routers can sometimes block VOIP calls. You won’t really know until you try.
  • Moving your devices home means someone has to pick them up from the office and distribute them. Maybe not so easy in a quarantine situation.

Overall

Our advice would be to try your plan before you have to. Many businesses have already started to work from home to slow the rate of infection and to ensure they can. If you cannot get into your premises all of the above options become significantly harder to implement.

It is also worth noting that as most companies have a duty of care to their people. Service organisations such as Openreach and ourselves will be following Government guidelines and so may not be able to send their people to faults/installs if it compromises their safety.

Click HERE for more information about our top 10 things you need to think about.