Yes. This is called overflow call answering. Your own team answers first, and calls divert to the answering service only when your line is busy or nobody picks up within a set time. You can also schedule diverts for lunchtimes, holidays or busy periods, so you keep control of your phones without missing callers.
Plenty of business owners like answering their own phones. You know your customers, you enjoy the conversations, and you do not want to hand every call to someone else. The trouble is the moments when you cannot answer: when you are already on another call, with a customer, or up a ladder.
The good news is that a call answering service does not have to be all or nothing. You can use one purely as a safety net for the calls you cannot reach.
What overflow call answering means
Overflow call answering is simple. Your team answers first. If the line is busy, or a call is not answered within a set time, it diverts to the answering service. A receptionist then answers in your company name, takes a message, transfers the call or books an appointment, just as your own team would.
At Onwards Answering, you can use us as the sole point of contact for your business or only as an overflow service. If you want the full picture of how the service runs, read what a call answering service is and how it works.
The diverts that make overflow work
Overflow depends on setting the right divert on your phone line. The table below shows the main options and, for BT lines, the code used for each.
| Divert type | When it kicks in | Typical use | BT code |
|---|---|---|---|
| No answer | A call is not answered within a set time (15 seconds on BT) | Everyday overflow while you are busy | 61 |
| Busy or engaged | Your line is already in use | Overflow when you are on another call | 67 |
| Scheduled | At set times, such as lunchtimes or after hours | Predictable gaps in cover | Set in your phone system |
| All calls | Immediately, for every call | Holidays, training days or very busy weeks | 21 |
On a BT line, you set a divert by pressing *, the divert code, *, the number to divert to, then #. You cancel it by pressing #, the divert code, then #. BT Business has a full guide to call diversion, including how to check whether a divert is on.
On mobiles, GSM codes such as **61*number# (no answer) are widely used, and iPhone and Android phones also have call forwarding options in their settings. Cloud and VoIP systems usually handle this in their app or admin portal. Our step-by-step guide on how to divert business calls to an answering service covers each method.
When overflow answering makes the most sense
Overflow suits businesses where most calls can be handled in-house, but not all of them. Common situations include:
- You work alone or in a small team and are often with customers.
- Your reception team is stretched at certain times of day.
- You have seasonal peaks when call volumes jump.
- Staff holidays or sickness leave gaps you cannot easily cover.
- You spend time on site, on the road or in meetings.
Clinics are a good example. When reception staff are checking patients in, the phone keeps ringing, and overflow answering means those callers still reach a person. Our page on call handling for healthcare and clinics explains how this works in practice. If you run your business on your own, you may also find our guide on whether a call answering service suits a sole trader helpful.
Tips for getting overflow right
Choose a sensible ring time
Too short, and calls divert before you have a chance to answer. Too long, and callers give up. On BT lines the no-answer divert kicks in after 15 seconds, while many other phone systems let you choose the time or number of rings yourself.
Give the receptionists the same information your team has
Overflow callers should get the same quality of answer as anyone else. At Onwards, scripts, call flows and greetings are tailored to your business, and during the free trial our team builds a bank of frequently asked questions so receptionists can answer common queries confidently.
Agree how messages reach you
After every call you receive a call summary by email or SMS, and messages can also go to our Connect app and portal. Decide who on your team picks these up, so overflow calls are returned quickly.
How pricing works if you only use overflow
Pricing models vary a lot across the market. The common ones are pay per call, pay per minute, monthly bundles of calls or minutes, and a flat monthly fee. As a guide, Moneypenny's August 2026 cost guide puts UK call answering at around £25 to £500 or more per month, and ReceptionHQ quotes typical per-call rates of £0.99 to £2.50. Prices vary by provider and can change, so always check current terms, including set-up fees, charges for spam calls and minimum contracts. Our guide to how much a telephone answering service costs in the UK goes into more detail.
Onwards Answering works differently. There are no per-call charges, no inclusive-minutes bundles and no cap on how many calls are taken. We agree a package with you at the start based on your expected number of inbound calls. After 3 months we review call volumes and only discuss changing the package if there has been a sustained difference. That makes overflow easy to budget for, even when your busy periods are hard to predict.
Use Onwards Answering as your safety net
Our virtual receptionist service works as overflow or full cover, with receptionists based in Scotland who answer in your company name. If your team works across different locations, our article on answering services for remote work teams shows how overflow fits a spread-out team.
As Grant from Denovo Legal Case Software Scotland told us: "They are saving businesses so much time. Plus, they are really cost effective and just great people to work with."
Start with a free 2 week trial, then prices start from £72 per month. See our prices and plans, or contact us to set up overflow answering for your business.
Frequently asked questions
What is overflow call answering?
Overflow call answering means your own team answers calls first, and calls divert to an answering service only when your line is busy or nobody answers within a set time. The receptionist then handles the call in your company name, so callers still reach a person instead of voicemail.
How long should a phone ring before it diverts?
It depends on your phone system and how quickly your team can usually answer. On BT lines, the no-answer divert switches on when a call is not answered within 15 seconds. Many cloud and VoIP systems let you set your own ring time, so you can test and adjust it.
Can I switch between overflow and full cover?
Yes. You can change your divert type whenever you need to, for example diverting all calls during a holiday and returning to no-answer or busy diverts afterwards. Onwards Answering can act as your sole point of contact or purely as an overflow service, depending on what suits you.