Ask your phone provider to connect PrimaReply

When to use this guide

Use this option when you cannot edit the reception queue yourself or when a telecommunications or IT provider manages the phone system.

This is common with Telstra, Optus, TPG Telecom, Vonex, Commander and locally managed 3CX or Microsoft Teams Phone installations.

Copy your setup details

Open Settings → PrimaReply coverage and copy your connected PrimaReply number. Decide whether you want unanswered calls, after-hours calls or both.

Send this request

Please keep our current business number, greeting, IVR options, extensions and reception queue unchanged. For calls unanswered by our reception queue after 25 seconds, please forward the call to our PrimaReply number. Please also use that number as our closed-hours destination if supported. The original external caller ID must be preserved: the destination needs to receive the customer's telephone number, not our business or queue number. Please confirm whether this is supported, whether additional call charges apply and when the change is ready for testing.

Replace “our PrimaReply number” with the number shown in your account. Change the timeout if your business needs a different period.

Questions the provider must answer

• Can a queue timeout or no-answer route use an external Australian number?
• Can closed-hours calls use a different external destination?
• Is the original caller's number preserved?
• Are forwarded call legs charged?
• Does voicemail need to be disabled or reordered?
• Will the change affect the existing greeting or menu?

When the provider says it is ready

1. Open Settings → PrimaReply coverage.
2. Select My provider manages it.
3. Start the safe forwarding test.
4. Call the normal business number from another phone.
5. Let reception ring without answering.
6. Confirm PrimaReply marks the connection as verified.

If the test fails

Tell the provider whether PrimaReply received no call or received the business number instead of the customer's number. Those are different faults and require different routing changes.

Do not enable live missed-call recovery until the safe forwarding test succeeds.