Can I Keep My Existing Business Number With a Call Answering Service?

Your phone number is everywhere. It is on your website, your Google listing, your van, your business cards and years of old invoices sitting in customers' drawers. So it is a fair worry: if you sign up to a call answering service, will you have to give it up?

In almost every case, no. This guide explains why, how the process works on different types of line, and the few things worth checking before you switch.

Why you keep your number: diverting, not replacing

A call answering service does not take over your phone line. Instead, you set up a divert (also called call forwarding) on your existing number, sending calls on to the number your answering service provides. Your line stays with your current phone provider, and your contract with them carries on as normal.

From the caller's side, nothing changes. They dial the number they have always dialled, and a receptionist answers in your company name. From your side, the divert is under your control: you can switch it on for the whole day, only when you do not answer, or only at certain times.

If you have never set one up, our step-by-step guide on how to divert your business calls to an answering service covers landlines, mobiles and VoIP systems.

How it works in practice

1. You sign up and the answering service gives you the number to divert your calls to.
2. You share information about your business, so the receptionists can answer in your name and follow a tailored script.
3. You set the divert on your existing line: all calls, no answer, busy, or a schedule.
4. You test it by calling your own number from another phone.
5. Messages start arriving by email, SMS or an online portal after each call.

Which numbers can you keep?

Most business numbers can be diverted. The method depends on the type of line you have.

The BT details come from BT Business's call diversion guide. Other providers may use different codes, so check before you start.

Full cover or overflow: your number works either way

Keeping your number does not lock you into one way of working. If you want the answering service to be the sole point of contact for your business, you divert all calls. If you would rather answer yourself and only hand over the calls you miss, you use a no-answer or busy divert instead.

Onwards Answering supports both approaches. You could start with overflow cover, see how many calls were slipping through, then decide whether full cover makes sense. Because the divert sits on your own line, changing between the two is a quick settings change rather than a new contract with your phone provider.

Switching from another answering service

The same principle applies if you already use an answering service and want to move. Your number was never theirs, so you simply point your divert at the new provider's number instead. Callers keep dialling the same number, although it is sensible to line up the new script and message settings before you switch, so there is no gap in cover.

What your callers will experience

Keeping your number is only half of the picture. The other half is making sure callers feel they have reached your business, not a third party. With Onwards Answering, receptionists answer using your company name and follow scripts, greetings and call flows tailored to you. Returning callers can be recognised, too.

The industry norm is that callers are not told they are speaking to an outsourced service unless you choose to tell them. You can read more in will your callers know they are speaking to an answering service? and see the wider service on our virtual receptionist page.

When a separate business number helps

Sometimes the problem is not keeping a number but untangling one. If your business calls come in on your personal mobile, every call from a customer lands in the middle of your evening or weekend.

Onwards Answering offers an optional secure Business Number to keep work and personal calls separate. You can publish that number for customers and keep your personal mobile private. It is a common choice for people starting out on their own; our guide to call answering for sole traders explains why.

Things to check before you switch

Diverting is simple, but a few quick checks will save surprises later:

• Is diversion enabled? On BT lines it is an added feature, so confirm it is on your line.
• What will the divert cost? Your phone provider may charge for the diverted leg of each call.
• Which divert type suits you? Full cover, overflow only, or scheduled.
• Where should messages go? Email, SMS or an online portal, and to whom.
• What are the answering service's terms? Look out for set-up fees, out-of-hours surcharges, charges for transfers or spam calls, and minimum contract terms.
• What happens if you leave? Because the number was always yours, you simply cancel the divert and calls ring on your own line again.

Good call handling habits matter as much as the technology. Our article on the five most important rules of call handling is a useful read before you go live. If your number appears on boards and listings, as it does for letting and estate agents, keeping it is especially important.

Keep your number and your callers with Onwards Answering

Onwards Answering works with your existing number, whether you want every call answered or only overflow cover. Receptionists are based in Scotland, working from home, and answer live during business hours, with an after-hours voicemail service included.

Start with a free 2 week trial, then plans run from £72 per month with no per-call charges. You can compare packages on the prices and plans page or speak to the team about your current phone set-up.

Frequently asked questions