Go-Live Plan: test it, then move the number

1Hear both brands

Two numbers, one system. The greeting and the menu order change with the number the customer dialed.

• Call 845 595 0129: you should hear "thank you for calling Nesher Travel" and flights on 1.
• Call 626 479 5241: "thank you for calling JRM Hotels", rooms on 1, plus the Sukkos line at the end.

2Make it ring a real phone

Press 0 for a real person. The system tries in your order, and whoever answers hears a whisper first so a personal voicemail can never swallow the call.

• Press 0 and stay on the line.
• The person it rings hears: "JRM Hotels and Nesher Travel. A caller is waiting. Press 1 to take the call."
• Press 1 on that phone - you are connected, and the call is recorded from that moment.

3Leave a voicemail and watch it arrive

This is the test that proves recording, transcription, the summary, the email and the WhatsApp alert in one shot.

• Call again, press 1, let it ring through without anyone answering.
• At the beep, speak like a real customer: your name, dates, how many people, what you need.
• Within about a minute check booking@jrmhotels.com.

4Clear it on The Floor

The Floor is the screen the office keeps open all day. PIN 7391.

• Your call is sitting in "We owe them a call back" with the summary underneath.
• Pick your name at the top, then tap I will call them, and after you speak, Called back or Booked!
• Watch the ring drop. That is the number the whole team works down to zero.

5Let one sit and watch it chase you

Nothing is allowed to be forgotten. A callback nobody claims for 20 minutes turns into a phone call to whoever is on duty.

• Leave one voicemail unclaimed on The Floor.
• Within 20-30 minutes the on-duty phone rings: "A caller is owed a call back... their number is... press 1 to take this callback."
• Press 1 - it is instantly claimed under that person's name on The Floor.

6Set yourself up the way you want2 min

Every person controls their own calls at My Settings (PIN 7391) - no admin, live in ten seconds.

• On/off, your phone number, your working days and hours, your Shabbos calendar (Israel or New York).
• "Ring me at night too" and your quiet hours, so nobody is woken by accident.
• Which kinds of calls you prefer, and the language of the whisper you hear.
• The page tells you in plain words: "Right now, the line WOULD ring you" - or why it would not.

7Close the gaps that would go darkyours

Today the main line rings desk phones in the office. The moment it forwards here, the system reaches people on the numbers it has - and it silently skips anyone it has no number for. Right now that is Goldie, John, Anne, Aby and Ara.

• Goldie is the one that matters today. She rings on a desk phone at extension 103 and we have no mobile for her. After the forward she is only reached at the very end of the chain, when the system falls back to the office queue.
• The others (John, Anne, Aby, Ara) are chat agents who have never been on the phone line - they simply will not ring until a number is added.
• Fix in ten seconds each: open My Settings (PIN 7391), pick the name, type the mobile, Save. Or send them the link and let them do their own.

8Talk to Richter firstyours

Not a test - this is the one conversation only you can have, before we touch anything. 845-734-1010 lives on the SkyTek system, which belongs to his side. What changes for a caller: the new greeting answers, and the right person's cell rings first. What does not change: his desks. The Yealink phones stay on SkyTek untouched, and if the cells do not pick up, the call still lands on the office desk phones through their existing queue - the same ring they have today, now as the safety net instead of the front line.

9The cutover itself - two minutes, reversible

When you say go, this is exactly what happens (I do it, you watch - or follow along yourself). There is no on/off switch on the rules in this portal. The trick is the ORDER: the first rule from the top that matches wins, and the Default rule matches always.

• SkyTek portal -> Users -> 2400 "Routing By Time" -> Answering Rules. Six rows: Holidays, four time-of-day rules, and Default at the bottom.
• Step 1 - pencil (Edit) on the Default row: change "Forward always" from Auto Attendant - After Hours (1300) to phone number 1 845 595 0129, Save. Nothing changes live yet - Default is still last in line.
• Step 2 - drag the Default row to the TOP of the list and click the blue Save button above the table. That is the cutover: Default now catches every call, so the five time rules below it simply never fire again. They stay saved, untouched.
• Test-call 845-734-1010 from a cell. Everything else on their account is untouched.

10Then the desk phones and the apps

Nothing must change on day one - the office keeps its Yealink phones exactly as they are, because our system dials their existing queue. When you want them fully on the new system, the Connect guide has the step-by-step for every device type: desk phones, mobile softphones, and forwarding from any carrier.