Call forwarding is a feature of telecommunication devices, like a mobile or landline that allows you to re-direct or directly forward an incoming call to another number.
Imagine you’re in a meeting or out of reach or even juggling multiple calls at work, while trying to focus on your daily tasks can be quite overwhelming at times. This could mean missing an important phone call or a potential client.
One of the most effective ways that you can solve this is, by diverting your calls with a virtual reception service that can handle all your calls directly and can give their full attention with efficiency.
Our professionals at SOI virtual receptionist are fully trained to manage a variety of businesses with individualised needs. Let’s unpack why you might use call forwarding, and how it can benefit your business.
How does call forwarding work in Australia?
In Australia call forwarding operates in a similar fashion to other countries, with some differences based on local telecom providers.
For instance, when you set up call forwarding, incoming calls are automatically redirected to another number based on the specific setting you’ve set up for the number.
Unconditional call forwarding:
For example, unconditional call forwarding will always be set no matter the circumstance.
Or
Conditional call forwarding:
Will always be forwarded when the line is busy or answered, if certain conditions are set up for instance if your line is busy or answered.
Typically, most Australian providers offer a simple service for setting up call forwarding. In most circumstances you’ll need to dial a special code followed by the number you’d like to forward the call to.
Example: A Telstra customer may dial the digits *21 followed by the number and then the # key to activate the unconditional call forwarding.
Although call forwarding isn’t a new system, newer call forwarding systems can identify certain factors based on:
- The area code
- Phone number
- Country of origin
- The callers identity
This can be helpful for business’s especially when you set up specific settings for your calls.
Settings & Scenario Based Call Forwarding
Call forwarding can be customised based on different scenarios, where you can select special rules and call forwarding settings.
The following can be set up:
For a busy line: You can forward calls when your line is engaged.
No answer: You can redirect calls if you don’t answer after a certain number of rings
No reach: Forward your calls when your phone is turned off or out of a serviced area.
The handy thing is you can also set up a forward call to more than one number as well. For example, when a call comes through to your work phone and it is answered, the system can forward the call to your mobile number instead.
What is the Purpose of Call Forwarding? Will my Customers Notice?
The main and primary purpose of call forwarding is to keep a continuous form of communication. Some clients might know their call is being forwarded, as the phone company will redirect them often through audio auto prompts.
Ideally customers shouldn’t notice if your system is set up correctly. Our professional and trained staff at SOI virtual services, ensure that your customers will gain the same level of experience and professional care as speaking directly to one of your staff.
What are the types of call forwarding?
There are two main types of call forwarding
1.Manual Call Forwarding: This is when you manually set up your call diversion through the phone setting or by dialling specific codes.
2.Remote Call Forwarding: This setting allows you to set up and manage call forwarding from a remote location, this works by using an online portal or a phone application (app) provided by your telecommunication provider.
What’s the difference between Manual and Remote Call Forwarding?
| Feature | Manual Call Forwarding | Remote Call Forwarding |
| Setup | Requires physical access to the phone | Can be set up from anywhere using internet-enabled devices |
| Flexibility | Limited flexibility; changes require manual input | Highly flexible; changes can be made instantly online |
| Convenience | Less convenient as it requires presence at the device | More convenient; manage settings remotely |
What is the best time to use Call Forwarding?
Generally speaking, call forwarding can be great during peak hours of business or travelling. Here are some useful time frames.
- Business hours: useful for all customer inquiries and to make sure they are addressed in a timely fashion.
- Travel periods: Staying connected while you’re moving without receiving roaming charges
- After hours: To keep up and maintain customer service availability when you’ve finished your business hours for the day.
- Busy work periods: When you’re unable to pick up the phone due to a heavy workload.
You can find helpful resources on how to leave a professional voicemail message for tips and guidance at our blog.
Choose SOI Virtual Reception
By leveraging tools like call forwarding, you’ll be able to keep up and handle all phone calls without worrying about missing important information.
At SOI Virtual Services our experienced team can help assist you with call forwarding to ensure smooth and professional interaction with your customers.
Contact us today and let us handle your calls with the same care and dedication as you would.