What happens to calls outside of scheduled business hours?
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:
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?
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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