Call Sure help centre: Setting up, step by step.

On the Phone number page in your account. Once you've confirmed the number your customers call, and started your free trial or chosen a plan, we give you a Call Sure number to forward your line to. It's only for forwarding: keep giving customers the number they already know.

Dial a short code from the mobile you're forwarding and press call. Your account shows the codes for your carrier with a copy button, and the standard codes are below. Replace "number" with your Call Sure number. You'll hear or see a confirmation.

Your choice. Forward every call and your assistant answers them all. Or forward only when you're busy, don't answer or can't be reached: your phone rings first, and your assistant picks up the calls you miss. You can change it any time with a code from your phone.

Ask your provider or IT, or use your phone system's forwarding settings. On a business system, forward external calls and keep the caller's number showing if you can. For a 13, 1300 or 1800 number, ask the provider to point it to your Call Sure number: there's no code to dial.

Check with your carrier if a code doesn't work: some plans and business lines use different steps. Your account also shows the codes for the main carriers. Your provider may charge for forwarded calls, usually like a normal call from your line.

Dial ##002# from the forwarded phone on most mobiles, or use your carrier's app or the code you used to set it up.

To check the number is really yours before we connect it. On the Phone number page, enter the number your customers call and we ring it straight away. You'll hear "This is Call Sure verifying your number", then a 6-digit code. Type it in and press Confirm.

The same way. When you add someone on the Team page, we ring their phone with a 6-digit code, and you type it in next to their name. Calls aren't put through to anyone until their code is entered, so a transfer never rings a mistyped number.

Check the number is right and that the phone can take calls, then ask for another code. There's a limit on code calls each day to stop misuse. Still stuck? Email [email protected] and we'll help.

After you dial the forwarding code, press "Test my forwarding" on the Phone number page. We ring your business line: don't answer it. If forwarding is set up, the call comes through to your assistant and you'll see a tick within a few seconds. Your assistant starts answering once the test passes.

That you dialled the code from the phone you're forwarding, and heard or saw a confirmation. If you forward only the calls you miss, your phone rings first: let it ring out, because a call answered by you or your voicemail never reaches us. Then test again. Still stuck? Email [email protected] and we'll help.

On the Assistant page, under "What your assistant should know". Write it like you'd brief a new receptionist: what you do, where you work, your prices and what to say in common situations. It answers from that rather than guessing, and changes apply from the next call.

Yes, on the Assistant page. Choose a name, greeting and voice, press play to hear each voice, and set its speed. New accounts tell callers up front that it's a virtual receptionist, and you can switch that off there.

On the Team page, add each person with their phone number and their department or role, such as Sales or Accounts. Callers reach someone by name or by what they need. Switch on "Takes other calls" for whoever should get everything else, and switch people off when they're away.

On the Business hours page, open or close each day and set its hours, or use "Copy to all open days". New accounts start on Monday to Friday, 9 to 5. Calls are only put through during your hours: outside them, nobody's phone rings and your assistant takes messages. Hours can't run past midnight, so for late nights close at 11:59pm.

You choose, in the Call alerts section of the Team page. Switch alerts on for anyone with a login, and add one more address that doesn't need a login, such as a shared inbox. Each alert has the caller, what happened, any message and a summary, with a link to the call.

Every call is on the Calls page with the caller's details, the message, a summary, the transcript and what happened with any transfer.

On the Assistant page, under Call recording, choose "Record the conversation with the assistant" or "Record the whole call, including transfers". It's off by default. When it's on, your assistant tells the caller the call is recorded as soon as it has their name, and recording starts from that moment.

Play them from each call's page. They're deleted automatically after 90 days.

Your greeting says "This call may be recorded." unless you switch it off on the Assistant page. It covers the transcript too, and it stays on whenever you record calls. If you switch it off, telling callers is up to you.

Each call counts its length, rounded up to the next minute, including time spent on a transfer. Your plan's minutes reset every month, and extra minutes are charged at your plan's rate. Set a spending limit and you are never charged past it: once it is reached, your assistant keeps answering and taking short messages, but doesn't put calls through for the rest of the billing period. Those calls aren't charged. In the rare case they add up to a lot of minutes, your calls go straight to your first team member during business hours instead, so nobody is left unanswered.

On the Billing page, under "Limit on extra minutes". Enter a monthly limit, ex GST, or leave it blank for no limit.

14 days or 60 minutes of calls, whichever runs out first, with everything in Business, with no card needed. It is one trial per business. Choose a plan at any time to keep going on the same number.

Yes, from your account. An upgrade starts straight away and you only pay the difference for the rest of the period. A smaller plan starts at your next renewal. If it allows fewer team members, the extra people are switched off, never deleted.

The account owner can close it on the Account page, after reading what happens to your number and data. It stops straight away: your assistant stops answering, nobody can sign in and your plan is cancelled. A number of your own is kept for 30 days so you can port it out, and your content is deleted or de-identified within 90 days. Changed your mind? Email [email protected].

Open the call and press "Report a problem". Tell us what went wrong and we'll look into it and let you know what we changed.

Email [email protected] and tell us your business name. For anything about a particular call, reporting it from the call is quickest, because we can see exactly what happened.