Diverting your Phone to DineLine

Diverting your phone ensures every call to your restaurant is answered instantly by your DineLine AI Assistant. Instead of ringing out, going to voicemail, or pulling staff away from service, calls are forwarded directly to your AI system, which can handle orders, answer common questions, and keep your phone lines running smoothly.

With call diversion:

• You never miss a customer call—even during busy periods or outside trading hours.

• Your team stays focused on in-store customers and kitchen operations.

• Your AI Assistant can take orders immediately, check menu availability, and send them to your POS or kitchen.

• Callers get a consistent, professional experience every time.

It’s a simple setup that ensures your AI Assistant becomes the first point of contact, helping you capture more orders and provide better customer service with no extra workload.

To divert your restaurant’s phone number to DineLine, simply set up a permanent (unconditional) call diversion from your PBX or virtual PBX to the DineLine number provided during onboarding. Most PBX systems allow this to be configured in the admin portal, handset menu, or through your telephony provider.

For the best experience, we recommend asking your PBX provider to enable:

• Caller ID passthrough Ensure the original caller’s phone number is sent to DineLine. This may require enabling the SIP Diversion Header or P-Asserted-Identity (PAI), depending on your provider.

Caller ID passthrough is important because DineLine uses it to:

• Recognise returning customers

• Retrieve past orders instantly

• Personalise the ordering experience

• Build helpful customer profiles for your restaurant’s remarketing

If you’re unsure how to set this up, just tell your PBX provider:

“I need unconditional call forwarding with the original Caller ID preserved using the Diversion header.”

They will know exactly what to do.

Caller ID pass-through is essential because it allows DineLine to receive the original customer’s phone number when a call is diverted from your restaurant or PBX system.

This enables DineLine to instantly recognise who is calling and provide a faster, more personalised ordering experience.

With Caller ID pass-through enabled, DineLine can:

• Identify returning customers automatically

• Retrieve their previous orders so they can reorder instantly

• Greet them by name and personalise the conversation

• Build a customer profile that your restaurant can use for remarketing and loyalty purposes

• Reduce ordering friction, making every repeat call quicker and more accurate

If Caller ID isn’t passed through, DineLine is unable to identify the customer, and the personalised features your restaurant benefits from may not work as intended.

When a customer asks the DineLine AI Assistant to speak with a team member, the system transfers the call to the phone number you’ve set in your DineLine restaurant settings.

To prevent call-routing issues, this transfer number must not be the same as your restaurant’s main phone number.

If your main number is used, your PBX will:

1. Receive the incoming customer call

2. Divert it to DineLine AI

3. Receive the call back again when the customer requests a team member

4. Create a call loop that never reaches your staff

This loop prevents the customer from getting through and can overwhelm your PBX.

To avoid this, your restaurant must configure a second, dedicated phone number with your PBX or virtual PBX provider. This number will be used exclusively for DineLine’s “Transfer to Team Member” feature.

By providing this alternate number, you ensure:

• Calls transfer smoothly to your staff

• No looping or call routing errors

• A seamless fallback experience for customers who prefer to speak with a human team member

If you need help setting up this additional number, your PBX provider can configure it quickly.

If your restaurant doesn’t use a PBX and only has a standard phone line, you’ll still need a separate number for DineLine’s “Transfer to a Team Member” feature.

We recommend using a staff mobile phone, a manager’s mobile, or another dedicated contact number so customers can be transferred directly without any call looping or routing issues.

This ensures customers can always reach a real team member when they need assistance, even without a PBX system.