BT Business connection guide
How to connect BT Business calls to NORANGO
A practical distinction between BT Cloud Voice routing, legacy call diversion and the qualified BT Cloud Voice SIP route.
BT: use the route that owns your number
Use handset codes only for an eligible legacy line. Cloud Voice users, Hunt Groups and Auto Attendants should use the approved Business Portal route.
- All calls — eligible legacy line:
*21*destination# - When busy — eligible legacy line:
*67*destination# - No answer — eligible legacy line:
*61*destination#
Important: For Cloud Voice, use the documented user, Hunt Group or Auto Attendant setting in the Business Portal. Confirm the exact BT product and call charges before changing a live route.
BT Business customers may be able to route calls through the Cloud Voice Business Portal, a Hunt Group or Auto Attendant, a documented legacy diversion feature, or—where it is specifically in scope—BT Cloud Voice SIP.
The right question is not simply ‘does BT support forwarding?’ but ‘which BT product owns this number and which routing authority is available to your account?’
Where NORANGO can join the call journey
There is no need to replace a working phone system simply to improve call handling. The practical decision is which calls should reach NORANGO, and at what point.
1. Divert the calls you choose
Keep the number with its current provider and forward all calls, or only calls that meet an agreed condition, to NORANGO. Available conditions and charges depend on the provider product.
2. Let your team try first
Keep users, a hunt group, queue or opening-hours rule ahead of NORANGO. The handover happens when the first call path is busy, unanswered, overflowing or closed.
3. Use a compatible direct route
Some cloud and PBX environments may support a more direct connection. NORANGO confirms the provider product, permissions and technical route before proposing it.
4. Port the number when it suits you
Porting is a separate long-term option, not a requirement to begin. A number hosted with NORANGO can still route callers to agreed people, teams and departments.
What callers experience
When your team is busy
Caller → your business number → usual team or queue → no answer, busy or overflow condition → NORANGO. Your callers still meet the team path you have chosen first; NORANGO becomes the useful next step rather than a missed call.
When your office is closed
Caller → your business number → opening-hours rule → out-of-hours route → NORANGO. Daytime routing can remain as it is while evenings, weekends, holidays or planned coverage follow the agreed reception journey.
When a call needs to return to your business
NORANGO follows the agreed greeting, information capture, booking, escalation and transfer path. The call or its context can return to the agreed person, department or team when that is the right next step.
Choose the BT path that matches your service
Cloud Voice user routing
BT documents Always, Busy, No Answer, Not Reachable and Selective forwarding for Cloud Voice users.
Hunt Group or Auto Attendant
BT administrators can set agreed Hunt Group forwarding conditions and change Auto Attendant business-hours or after-hours destinations.
Legacy line diversion
BT documents separate handset codes for all-call, busy and no-answer forwarding on applicable traditional services.
Example: business-hours routing to NORANGO
For a Cloud Voice account, the provider documents separate business-hours and after-hours destination management for Auto Attendants. A Hunt Group can also use its documented forwarding options where it is configured for your account.
Prepare the BT configuration
1. Confirm the BT product
Check whether the number is on Cloud Voice, Cloud Voice SIP or an applicable legacy line. Preserve current route details before altering them.
2. Set the agreed condition
In the Cloud Voice Business Portal, use the documented user, Hunt Group or Auto Attendant route appropriate to your product. For eligible legacy services, BT documents *21*destination#, *67*destination# and *61*destination# as separate feature actions.
3. Test and monitor
Test a normal call and each conditional path you have activated. Record the original BT route so it can be restored if required.
Diversion, SIP or porting?
Can BT Cloud Voice forward calls when a user is busy or does not answer?
BT documents these conditions for Cloud Voice Call Forwarding. Availability and permissions should be confirmed in the Business Portal for your account.
Can a BT Auto Attendant send calls to NORANGO after hours?
BT documents separate Business hours and After hours destination management for Cloud Voice Auto Attendants. Confirm the existing menu and approved destination before changing it.
Will BT charge for forwarded calls?
BT explicitly describes the forwarded leg as chargeable for its legacy ISDN2e forwarding guidance. Other product costs depend on the service and tariff, so confirm the current account terms.
Can we move a BT number later?
BT documents number-porting processes for eligible Digital Voice for Business numbers. Eligibility, service dependencies and timing need a provider-specific check.
Official provider sources
Provider names and trademarks belong to their respective owners. References are for identification and interoperability guidance only; NORANGO is not affiliated with or endorsed by these companies unless expressly stated.