Keeping you connected, stay strong NZ - Here is what we are doing to respond to covid

FAQ's about Voyager's response to COVID-19

The Voyager staff is fully on board, keeping our customers connected during this difficult and uncertain time. Here are the answers to some Frequently Asked Questions our customers have been contacting us with.

Keep checking this page for updates as the situation evolves. If you can't find your answer here, please feel free to contact our support team.

Business FAQ's

How do I move my business from the office to home?

Your home office setup will depend on what you require access to. If you have programs and software that are locked to a business IP, you will probably need a Virtual Private Network (VPN). You will need a technician to assist you with the set up; however, restrictions on technician visits are continually evolving and we continue to monitor the situation. If you don’t require a VPN, a good internet connection should be enough. Fibre is recommended, as its high speeds will also allow you to run voice calls (VoIP) over the internet.

How do I redirect calls to mobile?

If you have access to your VoIP account, you will be able to set up forwarding through the “My Settings” space in CVS, or by dialing *72 on the phone and following the prompts. Voice User Guide

How can I update the message my clients hear when they call us?

You can update the message on your phone by dialing the number the menu is on. After entering the pin number, it will give you the option to either listen to the current menu or record a new one. Follow the prompts to record a message and it will automatically save to that menu. Voice User Guide

How much will it cost to redirect calls to mobile?

The cost of redirecting calls to a mobile will be charged per call at the rate shown here. To avoid incurring these additional costs, try using headsets.

I am on copper lines. How can I move to fibre?

During this lockdown period, fibre installers are not permitted to carry out installation. If your property does not already have fibre available, a fibre installation cannot be completed during the lockdown. However, if fibre is available at your address, we can still complete an upgrade during this time. To see if fibre is available, visit our website, voyager.nz and click on the personal link at the top right hand corner of the home page. Enter your address in the “Start here” text box. This will show you what services we offer at your property. Simply complete the form and our provisioning team will be in touch. For a business connection, click on Business in the menu rather than Personal, and complete the form. You can also contact our sales team if you have any enquiries relating to a business connection. Our sales team will be available as usual during the lockdown period.

I have a Voyager Voice solution with cordless phones. Can I relocate this solution to employee homes?

Yes you can. A VoIP system offers great flexibility to move; your team just needs an active internet connection at home. They can simply take their VoIP-enabled hardware home, plug the phone into one of the LAN ports on their router, and it will register. They will then be connected via our Cloud PABX and it will work just like they were in the office. The only limitation would be that all cordless phones that connect to that base would have to be at the same premises.

Can I spoof my main number (that I own with another provider) on the Voyager Voice system to test before porting?

No, you would need to port the number over to the new system to test incoming calls and call flows. You would be able to call out from the new system, but you will not be able to recieve incoming calls on your main number.

How I update my IVR greetings?

You can update the message on your phone by dialing the number the menu is on. After entering the pin number, it will give you the option to either listen to the current menu or record a new one. Follow the prompts to record a message and it will automatically save to that menu. Voice User Guide

I can’t register my phone on my home network, and after registration I’m having call quality issues.

This could be caused by the SIP ALG setting on the router. Usually, enabling or disabling (depending on what was currently set) will fix this. The call quality issue can be caused by the QoS setting being disabled, or simply not having this setting to enable on the router. If you are still experiencing issues, contact our support team for assistance. Our team will be working as usual through the lockdown period and is available to help.

How do I set up this XXXX Soft Phone SIP client?

There are a number of soft phones that can be used on our system. The most popular being Zoiper or MicroSIP. Follow the instructions on our website to help get you set up. Remember to use your SIP credentials and not the ones in the website. If you have any problems please contact our support team.

I need to order new hardware to work from home during the lockdown period. How can I do this? Will it be delivered?

Voyager sales support can follow the same process as usual. The team will receive the request, order and configure the hardware, then ship it to the customer’s address. As NZ Post and couriers have been deemed an essential service, it will be delivered as normal. However, we do expect delays from our courier services due to increased demand for couriers.

I am selling my business, how can I transfer my business account to the new owner?

Complete this form on our website: https://support.voyager.nz/updatemyaccount

I am in financial hardship, how can I get help?

The government is offering businesses subsidies to help during this difficult time. Please go to www.covid19.govt.nz for information on how to obtain government financial assistance.

I am closing my business and still have time to run on my contract. I can’t afford Early Termination Fees, what do I do?

The government is offering businesses subsidies to help during this difficult time. Please go to www.covid19.govt.nz for information on how to obtain government financial assistance.