How to divert missed calls to an answering service (Telstra, Optus, Vodafone)

Conditional call diversion sends calls you don't answer, calls that come in while you're busy, and calls that can't reach you to another number, such as an answering service. Callers still ring your usual number, and you keep it. Here's how to set it up on an Australian phone, and how to switch it off again.

Codes can differ by plan and handset. If a code doesn't work, your provider can set the diversion up for you. Diverted calls may count as calls on your plan, so check with your provider if you're unsure.

Before you start

Your OnTools number. It's in your welcome email. If your business number is a mobile, that email also lists these codes with your number already filled in; for landlines and 13 or 1300 numbers it explains what to ask your provider.
A second phone to test with. A mate's or a family member's phone is fine.
Your phone, with signal. The codes are set on your provider's network, so you need coverage when you dial them.

In the codes below, swap YOUR-ONTOOLS-NUMBER for your number written in full with no spaces. For example, 08 XXXX XXXX is typed as 08XXXXXXXX.

Using a different answering service? The same codes apply. Just use the number your service gives you.

Mobile: the three diversion codes

Open your Phone app, dial each code on the keypad and press call. Do all three, one after the other.

When it diverts	Code	What it does
No answer	*61YOUR-ONTOOLS-NUMBER**20#	Sends calls you don't answer within 20 seconds to your answering service.
Busy	*67YOUR-ONTOOLS-NUMBER#	Sends calls that come in while you're on another call, or that you decline.
Can't reach you	*62YOUR-ONTOOLS-NUMBER#	Sends calls when your phone is off or has no signal.

Ring time tip

The 20 near the end of the first code is how many seconds your phone rings before the call diverts. 20 seconds gives you a fair chance to grab it yourself. Want a different ring time? Check with your provider which values your plan accepts.

These diversions take the place of voicemail for missed calls. That's the idea: your answering service picks up instead of your voicemail.

Divert every call (optional)

Want every call to go straight to your answering service, for example after hours? Dial **21*YOUR-ONTOOLS-NUMBER# when you knock off, and ##21# when you start work again.

Telstra

Use the three mobile codes above. While diversion is on, missed calls go to your answering service instead of MessageBank.

To switch MessageBank back on later, turn diversion off first (see How to turn it off), then dial **004*101#.

If a code doesn't work on your plan, Telstra can set the diversion up for you.

Optus

Use the three mobile codes above. While diversion is on, missed calls go to your answering service instead of Optus voicemail.

To switch Optus voicemail back on later, turn diversion off first, then dial **004*321#.

If a code doesn't work on your plan, Optus can set the diversion up for you.

Vodafone

1800 numbers: Vodafone doesn't allow diverting to 1800 numbers. If you're on Vodafone, tell us before you sign up and we'll set you up with a compatible number. Already signed up and your OnTools number starts with 1800? Email hello@ontools.ai and we'll switch you to a compatible number.
Prepaid: Vodafone prepaid doesn't support call forwarding.

On a Vodafone plan that supports call forwarding, you can try the three mobile codes above. If they don't work, or you're unsure about anything on your plan, contact Vodafone. They can also tell you how to switch your voicemail back on later.

iPhone and Android settings

Your phone's settings also have a call forwarding option. Watch which one you pick.

iPhone: Settings → Apps → Phone → Call Forwarding (on older iOS: Settings → Phone → Call Forwarding) forwards every call, not just missed ones. For missed calls only, use the codes above.
Android: open the Phone app → ⋮ → Settings → Calls (or Supplementary services) → Call forwarding. Set "When busy", "When unanswered" and "When unreachable" to your OnTools number. Menu names vary by brand. Leave "Always forward" off unless you want every call diverted.

Landlines, 13 and 1300 numbers

Landline or NBN phone: diversion codes differ between landline and NBN phone providers. The quickest way is to call your provider (or check their online help) and ask them to divert unanswered and busy calls to your OnTools number.

13, 1300 or 1800 number: these are managed by your phone provider. Ask them to divert unanswered calls to your OnTools number. Most providers can do this quickly.

Office phone system: ask whoever looks after it to set up the diversion.

To turn it off later, ask your provider to remove the diversion.

Test it

From a different phone, call your business number.
Let it ring out. Your answering service should pick up.
Describe a typical job. With OnTools, you'll get an email summary within a few minutes.
To check the busy diversion, call again and decline the call on your phone.

If the call doesn't divert, dial the codes again or ask your provider to set it up. OnTools customers can reply to their welcome email or call Dale on 0435 357 753 (Mon–Fri 8am–5pm AWST).

How to turn it off

On a mobile, dial ##002# and press call. Then switch your voicemail back on if you use it.

Code	What it does
##002#	Removes all diversions, including the three missed-call codes.
##21#	Stops the "divert every call" code, if you used it.
*004101#	Telstra: switches MessageBank back on. Dial it after ##002#.
*004321#	Optus: switches voicemail back on. Dial it after ##002#.

On another provider? Check their help pages for how to switch voicemail back on. Landline, 13, 1300 or 1800 number? Ask your provider to remove the diversion.

Cancelling your answering service? Turn diversion off first, so missed calls don't go to a disconnected number.

How OnTools fits in

OnTools AI is an AI receptionist for tradies. We give you a dedicated Australian number to divert to, and after setup we email you these codes with your number already filled in. One plan: A$199/month inc. GST with every feature, no setup fee and no lock-in.

See pricing and what's included

Hear what your callers would hear: ring our demo line 08 6010 4680 (tell it your business name first, and it will answer as your receptionist).

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