Question
What happens to calls outside of scheduled business hours?
Answer
Calls that come in outside of your scheduled business hours behave differently depending on how you have configured your Talk line:
- Calls outside of scheduled business hours are routed to your overflow number if you have enabled overflow.
- If you do not have overflow enabled but do have voicemail enabled, calls will be routed to voicemail.
- If you do not have overflow routing or voicemail enabled, the caller will hear the voicemail off greeting.
For more information on routing calls after hours, see this articles:
8 comments
Bradley Lowes
Our team received a call over the weekend and it was sent to voicemail because it is outside our business hours. This process created a missed call ticket. Can anyone advise on how to fix this error?
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iulian Ursu
Thank you for bringing this to our attention. You are right to say that a voicemail ticket is not a missed call, especially if it was received during outside schedule when no agents were available. This issue is known to our development team who are working on a solution. Sadly we have no ETA at the moment but we will inform you as soon as it will be resolved. Thanks in advance for your understanding.
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Kristal Offutt
iulian Ursu This is currently happening to us. Lots of missed call tickets during holidays/outside business hours. Do we have an ETA on this fix?
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Kristal Offutt
Disregard ^ the three dots does nothing and does not allow me to delete, apologies.
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Steve Johnson
Do calls outside business hours reflect as “non answered calls” in explore?
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Dainne Kiara Lucena-Laxamana
Hi Steve Johnson
As per What is a non-answered call?, it shouldn't affect non-answered calls since it only counts calls during which the end-user wasn't connected with an agent, voicemail, or external number and didn't abandon the call in one of the defined calls stages.
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Steve Johnson
Thanks Dainne, any thoughts on why out of business hours calls are getting abandoned or non answered?
Out of business schedules are set correctly.
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iulian Ursu
I see you raised a support ticket for this. We will continue to assist you from there.
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