Handling After-Hours Calls in VoiceStack

Businesses often receive calls outside of normal working hours. To ensure callers still have a smooth experience and important calls are not missed, VoiceStack provides two methods for managing after-hours call routing:

1. After-Hours Routing Using Phone Trees

Phone Trees allow you to create different call flows based on your business requirements. To learn how to configure and manage phone trees, visit: Setup and Routing of Phone Trees.

For after-hours scenarios, you can configure the phone tree to:

• Play a custom after-hours greeting.
• Route callers to voicemail.
• Forward calls to an on-call team member.
• Provide emergency contact options.
• Direct callers to specific departments or information.

This approach gives you the flexibility to design a custom call experience for callers who contact your business outside of operating hours.

2. After-Hours Routing Using Holiday Calendars

VoiceStack's Holiday Calendar feature automatically adjusts call routing based on predefined holidays and office closures. To learn more about the holiday calendar and its setup, visit: Add or Update Holidays in the Holiday Calendar.

With Holiday Calendars, you can:

• Schedule business closures for public holidays.
• Create custom holiday schedules for your organization.
• Play holiday-specific announcements.
• Route calls to voicemail or alternate destinations during closures.
• Eliminate the need to manually update call routing for each holiday.

Once configured, VoiceStack automatically applies the appropriate call handling rules whenever a holiday or scheduled closure occurs.

Benefits of After-Hours Call Routing

• Ensures callers always receive a response.
• Reduces missed opportunities and unanswered calls.
• Provides a professional caller experience.
• Automates call handling during non-business hours.
• Simplifies the management of holiday and closure schedules.

Choosing the Right Method

• Use Phone Trees when you need customized after-hours call flows and caller options.
• Use Holiday Calendars when you need automatic call routing for scheduled holidays and business closures.
• For the best coverage, many organizations use both features together to manage regular after-hours periods and holiday schedules efficiently.

Note: Phone Trees and Holiday Calendars can be combined to create a complete after-hours call management strategy, ensuring callers are always routed appropriately regardless of the time or date.

Using a Phone Tree

Caller calls after 6 PM > After-Hours Greeting > Press 1 for Emergencies, Press 2 to Leave a Voicemail, Press 3 for Office Hours.

Using a Holiday Calendar

The caller calls on Christmas Day > Holiday Schedule Activated > Holiday Greeting Plays > Call Sent to Voicemail

Support

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