How do I check my divert works?
Ask a friend or colleague to ring your usual number from their phone and let it ring out. You should hear your Hold The Fort assistant answer. Then try the busy and can't-be-reached tests too. Each test call leaves a message that waits for you in your app, so you can see it all worked.
- Set up your divert first. See Divert your calls to Hold The Fort.
- Ask someone to ring your usual number and let it ring out.
- Check the message in your app.
Why can't I just ring my Hold The Fort number myself?
Ringing your Hold The Fort number directly only shows that the line answers. It doesn't tell you whether your divert is on. The calls you miss come in on your usual number, so the only real test is someone ringing that number and the call reaching us.
- Use a different phone from the one you've diverted.
- Ring your usual number, not your Hold The Fort number.
- Don't answer, so the divert can do its job.
How do I test each kind of divert?
There are three kinds of divert, and it's worth testing each one: calls you don't answer, calls when you're busy, and calls when your phone is off or has no signal. BT and Sky Talk home phones have no divert for when you can't be reached, so skip that test on those lines.
- No answer: ask someone to ring your usual number and let it ring out.
- Busy: while you're on another call, ask someone to ring your usual number.
- Can't be reached: switch your phone off or turn on airplane mode, then ask someone to ring your usual number. Not needed on BT or Sky Talk.
What should my caller hear?
Your assistant answers, names your business and says it's an AI assistant. By default it also tells callers the call is recorded. It then takes a message: the caller's name, the best number to ring back on, what it's about, when suits them for a call back, and how urgent it is.
- Listen for the opening line. By default it says: "Hello, you're through to [your business]. I'm [assistant's name], an AI assistant, and calls are recorded so we can help you properly. How can I help?"
- Ask your caller to leave a short test message with their name, number and what it's about.
- Ask them to mention a time that suits them, so you can see it noted as requested.
Where do I find the test message?
The message waits for you in your app. Open the app after each test call and you should see the message your caller left, with their name, number and what it was about. If you ran all three tests, you should see three messages. Nothing is sent to you by text or email.
- Open the Hold The Fort app.
What if it goes to voicemail or just keeps ringing?
Usually the divert isn't set, or your network's voicemail is still taking the call. Check you dialled the right codes with your Hold The Fort number, then test again. On Vodafone pay as you go, Vodafone only lets you divert to voicemail, so calls can't reach us on that plan.
- Check the codes for your network and dial them again with your Hold The Fort number:
- If it goes to voicemail, your network's voicemail may still be set for those calls. Your network page says how diverting and voicemail work together.
- On Vodafone pay as you go, either move to a Vodafone monthly plan and keep your number, or give customers your Hold The Fort number as your business number.
- Still not sure? Go back to Divert your calls to Hold The Fort and start again.
Will a test call cost me anything?
Your network may charge for diverted calls, and some charge for the divert feature itself. It depends on your network and your plan, so check your network's page for what it says. A few short test calls are worth it to know the calls you miss reach us.
- Open your network's page from the list above.
- Read the cost section.
- If you're unsure, ask your network what your plan charges for diverted calls.
Who can help if my test doesn't work?
Email sales@capstonesoftware.co.uk and someone from the Capstone team will get back to you. Tell us your network, which test you tried and what you heard, for example voicemail, ringing or an error message. That helps us sort it out quickly.
- Note your network and whether it's a mobile or home phone.
- Note which test you ran and what happened.
- Email sales@capstonesoftware.co.uk with those details.
Still stuck? Ask the Hold The Fort assistant.