This article provides information on configuring the Call Handling setting during after hours. After Hours is the time period when no one is available to take calls.�You can decide how incoming calls will be handled after business hours in this section.
NOTE: Only account Administrators or a Call Queue Manager can set up and configure call queues.
This tab becomes available when Call Queue Hours is set to Specify hours.
1. Access the Call Handling & Members section of a Call Queue group.
2. Click After Hours. Select any of the options below.
• Play greeting and disconnect
Allows you to play a custom greeting before disconnecting the call. A custom greeting may be anything from an announcement telling the caller the business hours of the call queue to a simple announcement that the call queue is closed.
• Send callers to call queue voicemail
Sends calls to the voice mailbox of the call queue so they can leave a message. The voicemail can be retrieved later for proper processing.
• Unconditional forwarding
Forwards calls to a specified telephone number.
IMPORTANT: If you select Unconditional call forwarding, all calls during After Hours will be forwarded to a number you specify; this will override all other after-hours settings, such as voicemail and greetings.
• Connect to extension
Connects the calls to a designated extension so the owner of that extension can take the call after business hours.
1. Select Connect to extension from the drop-down list.
2. Click Select Extension and choose the extension where you want the calls to be forwarded to.
3. Click Done.
