When the business is closed (outside of 8am to 6pm), I want to play an announcement informing callers they are calling outside of work hours. I managed to set this up by setting the inbound routes to time conditions, so the announcement plays or the phone rings based on the time of day.
However, with this setup, the announcement plays immediately, and the phones do not ring at all.
What I want to achieve is this: The phone should ring a few times or for a few seconds, then stop ringing and play the announcement. I don’t want callers to leave messages, I just want to play the announcement and end the call.
I need this because someone might still be at the office and should have the opportunity to answer the call before the caller hears the announcement.
This seems like a simple setup, but I haven’t found any answers on how to do it. Could someone guide me on how to configure this? Thank you!
Setup Time Condition → After 18:00 - 20:00 Inbound calls Hit → XXX Receptions → XXX Rings N Times and IF → No one Pickup call ( You have to add other Extensions in Pickup Call Group to be picking up) → then No Answer call Destination to → Announcement We are close → Voice Mail…
The time condition exists. Right now it’s setup like this:
Destination matches:
Announcements
Announcement Work Hours
Destination non-matches:
Extensions
Extension 123
Where do I setup the rest of what you described (“After 18:00 - 20:00 Inbound calls Hit → XXX Receptions → XXX Rings N Times and IF → No one Pickup call ( You have to add other Extensions in Pickup Call Group to be picking up) → then No Answer call Destination to → Announcement We are close → Voice Mail…”)? I couldn’t find options like this in time conditions or inbound routes.
Hi @lavaplanetgoatmadmax
Check that settings and modules.
1st - Applications → Time Groups
2nd - Applications → Time Conditions
Time Groups and Conditions works like IF Else
If call(s) hitting after 18:00 to 20:00 → to go → this direction OR Extension XXX
Else → ( or time does not matche 20:01-07:59 ) → Go to Voice Mail.
After that you have to change Inbound Route → to Time Condition to check 1st → the IF matches → IVR
ELSE–> Voice Mails or Announcment (we are close )
Are the after hours calls ringing the same extensions as those during business hours?
I would route the DID to a Business Hours Time Condition where destination matches routes the calls to the extensions that need to ring during business hours using either a queue or a ring group. For destination if no match, I would route it to a queue or ring group set to ring four times (20 seconds) and set the Failover Destination for that queue to the announcement and the final destination of the announcement set to “Terminate Call - Hangup”.
I followed @airsay’s advice. In my time conditions, instead of going to the announcement directly, I created ring groups with a ring time of 9 seconds and the announcement as Destination if no answer. That was easy to setup and does what I need.