Here you'll find the answers to the most common questions that we encounter. If the FAQs do not answer your question please contact our Support Team on 0800 040 99 99.


About the Call Organiser Service

Q: Do I need any additional equipment?
A: You do not need any additional equipment.

Q: Why don’t I need any equipment?
A: Call Organiser uses the phone network and the Internet to provide you with call-handling capabilities.

Q: Do I have to pay to retrieve messages?
A: No, not if you use the Internet to access your voicemails.



Using Call Organiser

Q: How do I change my message – or my destination numbers?
A: Log in to the web control panel using your username and password, then select the number you wish to change and follow the onscreen instructions.

Q: Is there a separate voicemail box for each department?
A: No. There is a single voice mail for all messages left on that number.

Q: Are there any numbers I can’t send calls to?
A: You can send calls to any standard UK telephone numbers, including mobiles, and the main International destinations. If you have a query about a particular country, contact us.

Q: How do I access my voice messages?
A: Simply call your Call Organiser number and press # followed by your PIN during the greeting.

Q: Can I access my messages when I am abroad?
A: Yes. Simply call your Call Organiser number and press # followed by your PIN during the greeting, or access them via your web panel.

Q: Can 0870 numbers be called from abroad?
A: Yes.


Q: How will I know when I have a message waiting?
A: You will receive an email (or SMS) alert when a message is received or call your Call Organiser number and press # followed by your PIN during the greeting to find out.




What happens with existing phones, numbers & services?

Q: What happens to my existing number?
A: Calls made directly to your existing numbers will still be received as normal. However, you will not get any benefits of Call Organiser for these calls. To get the full benefits of Call Organiser, start to give out your new number straight away so that people start to use it. Optionally, you could also ask your telephone service provider to put an announcement on the line, asking people to redial on the new number. This is the case whether your existing number is an 01, 02 number or a non-geographic number such as 0870.

Q: Can I port my existing 0870 number?
A: If you have an 0870 number from BT you can. Otherwise this is not available.

Q: What happens if I have an answerphone?
A: Your answerphone will still operate as normal. You have two options: to receive calls using your existing answerphone or to use the Call Organiser voicemail system where you can get the extra benefits of email and SMS alerts and the ability to pick up messages online.

Q: My business currently has only one number / doesn’t use DDIs, is this a problem?
A: You can use Call Organiser with only one number. It simply means that all your calls, for all departments, will go to that one number as now (plus any other fixed, mobile or international numbers that you may choose). You will get the additional benefit of a system “whisper”, however, telling you which department an incoming call is for.

Q: My business uses DDIs, is this a problem?
A: No. This is the ideal arrangement. Just configure the system so calls for each department go to the correct number.

Q: How do I obtain my voice mails?
Voice mails can be obtained by downloading the attachments in your emails or, if your DDI is pointed directly to the extension, you can call the DDI then press #extension number then press ** to hear the voice mails.

Q: How do calls route in a specific department?
When set up sequentially, calls to departments will be routed to each extension that's assigned to the department and then go to answerphone after the last call. If you have one person in a department and would like the calls routed sequentially so that if they are not in the office the calls are routed to their mobile you must set up IVR to point the
number e.g 2 to their extension, in this instance a department is not needed.

Q: How do I set up my fax?
To use fax you must have a DDI pointing to the number of the fax machine. You cannot use the same DDI used for IVR.

Security & Reliability

Q: What happens if I want to change my settings but can’t get onto the web?
A: In this case call our support team on 0800 040 99 99 who will help you. You must have your username and password to hand.

Q: What happens if your systems go down?
A: All of our systems have multiple redundancy. This means that the information is replicated a number of times, so if one system should falter, or in the case of a serious catastrophe such as fire, another will switch in to take its place. You won’t even know it has happened.