How To Divert A Client Phone Line To Savvy

Diverting A Client's Phone Line To Be Answered By A Savvy VA

Let the Office Administrator know which client you need a phone line set up for, who the head VA is for that line and who the 2 back-ups will be. She will then create one in the VOIP system. If the Office Administrator is away and it is urgent, please message the General Manager, who will email Zylex with the details to get the line created.

Once the line is created, the client will need to contact their service provider and request that their line is to diverted to the number created by Zylex - we cannot do this on their behalf, unless they have given us authority on their account and we have the necessary account details.

2degrees customers: they can set it up by either going into a 2degrees store and asking them to help set it up, or they can do it on their phone by going into Settings > Phone App > Call Forwarding > No Answer > and then put in the number created for them.

Call forwarding instructions for clients with iPhones can be found at this link: www.tech-recipes.com/rx/59404/use-conditional-call-forwarding-iphone/ (this link is blocked by our ESET antivirus system on our laptops)

The head VA will need to get the following information from the client so that Rochelle can set up a phone answering sheet and distribute this out to the team:

New Client Phone Answering Sheet

The following information is needed from the client so that the Office Administrator can set up a phone answering sheet and distribute this out to the team. She can provide you with a copy of this as a Word doc for you to either print off or keep in your working files to fill out as/when needed. 

Link to Phoneline instructions

Name of the client:

Contact phone number:

Contact email:

Business details (business name, phone number, address, email, website etc):

How does the client want messages passed on:

WhatsApp, text, email, Voxer...

How do they want the line answered:

eg “Welcome to CaliWoods, XX speaking” or “Good morning/afternoon, Bob’s phone, XX speaking”

What do they want the voicemail to say:

eg “Thank you for calling XXXX. We are unable to take your call at this time, but please leave your name, contact number and a brief message, and we will get back to you as soon as we can”

Any other details related to the business that may be helpful:

Employee list, commonly asked questions, details of anyone else who may be asked for on the line and how to contact them. Any other useful information that will help if another VA answers the line for you

Client Phone Line Numbers

These are the numbers created in Strictly Savvy's VOIP system for clients to divert their lines to. The client must request the diversion to be set up through their service provider as is not something that Strictly Savvy can do for them.

IMPORTANT: The numbers below are for the client to divert their phone to, NOT for them to use as a direct dial.

Diverting A Client's Softphone Line To Your Cellphone

NOTE: This is no longer common practice as we have softphones on our laptops, not desk phones. We also have multiple back-ups assigned for each client phone line, along with instructions on how to answer them and how to pass on messages.

Let the Office Administrator know what phone line you would like diverted to your cellphone and for how long. She will then organise this with Alex from Zylex. The earlier we can find out the better, as it sometimes takes Zylex a few hours or even days to respond to requests.