Call forwarding, or call routing, is possible with CallJoy.
Perhaps you’re a business that’s had the same phone number for years and the idea of changing it feels risky. In reality, the majority of customers find a business’ phone number via simple web searches as opposed to saving or memorizing the number. To read more about that, see our blog post on Switching Your Old Advertised Phone Number to a CallJoy Number.
Both your original and your CallJoy phone numbers can exist simultaneously - so there's no drawback to advertising your CallJoy number online. How?
- CallJoy will route calls to your existing business number.
- The CallJoy service works seamlessly with your current phone workflow. If you have a phone menu, CallJoy will even keep track of which options are pressed by your customers.
- Your old phone number will still work once you’ve set up your CallJoy number, but incoming calls to the old number will not be connected through the CallJoy service.
The payoff: by using your new cloud-based CallJoy number, your business will be equipped to handle thousands of calls simultaneously, resulting in increased sales and a less burdened staff. Plus, call actions such as textback allow your customers to access transactional information, such as a link to make a salon appointment or restaurant reservation.
If you feel strongly about keeping your existing telephone number...
Call forwarding is feasible. In order to do this, you will need to forward your existing business phone number to your CallJoy phone number to a second phone number number. If you're a Google Voice user, you will still need to follow the below steps, and more information is available at the bottom of this article.
The process looks like this:
Why the second phone number? CallJoy needs a fallback number to forward calls to if your agent is unable to help the customer. Instead of using your existing business phone number to answer customer calls, you can implement a second business phone number solely for routing purposes. Setup varies by carrier, but most carriers can usually host more than one phone number per landline device.
Some things to be aware of that will arise as a result of this type of forwarding:
- Texts to customers triggered from the textback action will come from a phone number different from the original business phone number.
- There will likely be a brief delay while the incoming customer call is routed from your business number to CallJoy to your second phone number.
If your business line is a Google Voice phone number, you will need to follow these same instructions and forward to another intermediary non-Google Voice line so that calls to your GV number can route to CallJoy. Unfortunately, Google Voice numbers cannot route directly to CallJoy phone numbers.