Managing Call Diversions for DID Numbers (AudioCodes SIP Trunks)

The Hosted Network Partner Portal allows you to manage call diversions for Direct In Dial (DID) numbers associated with SIP Trunks delivered via our AudioCodes platform.

Call diversion is an all-or-nothing setting that redirects all inbound calls for a specific DID to an alternate destination number. This ensures that calls can be handled elsewhere when required, such as during office closures, outages, or when a business needs to temporarily route calls to another site or mobile number.

Please note that this functionality applies only to SIP Trunks provisioned through the AudioCodes platform. It does not apply to SIP Trunks delivered via the VoIPNow platform (sip01 and sip02.mhn.net.au), which are managed separately.

This article will walk you through the key details and step-by-step instructions for setting up and managing DID call diversions.

Things to Keep in Mind

• Only one diversion per DID can be active at a time.

• Diversions take effect immediately once saved.

• Diversions can only point to full national numbers or mobile numbers.

• Special numbers (13/1300/1800) and emergency numbers (e.g., 000) cannot be set as diversion destinations.

• Make sure the destination number is entered in the correct format.

How to Access the Call Diversions Feature

1. Log in to the Partner Portal

   • Use your Hosted Network Partner Portal credentials to sign in.

2. Navigate to My Services

   • From the main menu, go to Services > My Services.

3. Select a SIP Trunks Service

   • Find the SIP Trunks service that contains the DIDs you want to manage.

   • You can use the Service Type filter to narrow down the list to SIP Trunks only.

4. Open Call Diversions

   • On the service details page, click Manage Call Diversions.

   • This will take you to the Call Diversions page, where all assigned DIDs are listed.

If you do not see the Manage Call Diversions option, the feature may not be available for your account or for the selected service. In this case, contact your primary account holder or the Hosted Network Support team for assistance.

Setting Up a Call Diversion

1. Locate your DID

   • On the Call Diversions page, find the DID number you want to divert.

   • Click Enable Forwarding next to the DID.

2. Enter the destination number

   • Type the phone number you want calls forwarded to.

   • Only full Australian landline or mobile numbers are supported (e.g., 0291234567 or 0412345678).

   • Special numbers (13/1300/1800) and emergency numbers (e.g., 000) are not permitted.

3. Activate the diversion

   • Click Activate to save your diversion.

   • The diversion will take effect immediately.

4. Confirm diversion status

   • Once active, the DID’s card will display as green and show Forwarding along with the destination number.

Removing a Call Diversion

1. Select the DID

   • On the Call Diversions page, locate the DID that has an active diversion (green Forwarding card).

2. Remove the diversion

   • Click Remove.

   • Confirm when prompted. The diversion will be removed immediately.