Maxo call forwarding to Terva

Use this if your practice number is with Maxo (MaxoTel). You make these changes in the Maxo portal, or Maxo support makes them for you.

Your phones ring first, so the front desk gets the first chance to answer. Terva answers when nobody picks up.

Your Terva number

Enter it once and every code on this page uses it. Copy works once it’s filled in.

Turn off voicemail first

Voicemail or a recorded message that answers first stops the call reaching Terva.

Find the last step of your main number’s call flow when nobody answers. If it’s voicemail, a recorded message or night mode, replace it with your Terva number.
Turn off any “press 1 to accept” or call confirm on forwarded calls, or Terva can’t answer them.

Choose when Terva answers

We recommend When no one answers, left on all the time. The rest are optional.

Aim for a 15-second ring time. 10 to 20 seconds is fine. If calls enter a queue, set the caller’s total wait to about 15 to 30 seconds.

In the Maxo portal, find what your practice number routes to: a ring group, queue, menu or time switch.
In that ring group, set Ring Time to about 15 seconds and the timeout destination to your Terva number as an external number.
Make sure Call Confirm is off for that destination, and keep the caller’s number showing with Caller ID Pass Thru.

Check with your provider

Maxo’s help pages block automated checks, so we couldn’t re-confirm every menu name. If a step doesn’t match your portal, ask Maxo support.

Ring time

Set the no-answer ring time to 15 seconds where you can. 10 to 20 seconds is fine. For a call queue, set the caller’s total wait to about 15 to 30 seconds.

Set the ring group’s Ring Time to about 15 seconds.

Check it works

From another phone, not one on your practice line, ring your practice number.
Don’t answer at the practice. Let it ring out.
Terva answers.
Do it again once after hours. If voicemail, or someone carrying the practice phone, answers first, the call won’t reach Terva.

Ringing your Terva number directly doesn’t test forwarding. To test When busy, keep another call going on the line first. Test the after-hours route after closing.

Signed up to Terva? Press Check it works on Phone line, and Terva rings your line for you. How the check works.

Turn forwarding off

Set the timeout and closed destinations back to what they were.
Ring your practice number again to check calls stay with your team.

Someone else looks after your phones?

Copy this, fill in the [brackets] and send it. It has your Terva number once you enter it above.

Whoever runs your phone system

3CX, Maxo, Teams, Zoom, RingCentral, TIPT, hosted desk phones, or an IT company that manages them.

Request for whoever runs your phone system

Hi, we’re setting up Terva to answer our practice’s calls when our team can’t. Please make this change for calls to our main number, [practice number]:

1. Find what answers that number first: a menu (auto attendant), ring group, queue or time switch. 2. When nobody answers within 15 seconds, or a caller has waited 30 seconds in a queue, send the call to our Terva number 0X XXXX XXXX as an external number. Use +61 X XXXX XXXX if the system needs +61. 3. If a menu answers, send callers who press nothing to the same place after the timeout. 4. Outside our opening hours ([opening hours]), send calls to 0X XXXX XXXX instead of voicemail or a closed message.

Please also: - make sure voicemail doesn’t answer before this - turn off any “press 1 to accept” or call confirm on forwarded calls - keep the caller’s number showing (caller ID pass-through) - leave our daytime ringing as it is, so our phones ring first

Please tell us what you changed and how to undo it. When it’s done, Terva will ring our number to check it works.

Thanks, [your name]

Good to know

Maxo’s medical practice example ends unanswered calls at voicemail or a message. Change that last step to Terva.

Sources

These steps follow the provider’s own guides, checked in September and October 2026. Menus change, so if a step doesn’t match what you see, check with your provider.

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