We have an answering service that handles early morning calls (3a - 5a). Once our team arrives in the morning, they begin picking up calls.
To get around this, I've attempted the following:
I've set the answering service number as the overflow number during operating hours (which I've set from 3a - 5p). We did this to prevent overnight calls from being routed to this number.
Issue: During standard hours, if all internal agents fail to pickup a call, the call will be unnecessarily forwarded to our answering service.
FAKE AGENT SEAT
We setup a placeholder agent with a call forwarding # set to the answering service number. We manually toggled all agents offline and turned this account on.
Issue: If the call isn't picked up within 30s, it is routed to voicemail.
Are there any other tricks we might be try to forward calls to an external number only during select hours?
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