A Call Center Queue or a Queue is a destination for any type of inbound calls.
Inbound calls go through Queues before going to agents.
There are After Hours settings in the Call Center Queues to handle calls outside of your business hours. Here we will discuss your Queue options for after hours calls.
From the Dashboard, click on Call Center and select Call Center Queues from the drop down.
In the Show Queues Section, click on the Action Button and select Settings from the drop down.
Go to the After Hours Settings Tab and configure the following:
- Time Zone: Select your local Timezone
- Business Hours: Select the Call Time for the Inbound Line.
- After Hours Action: This is what the system will do if a customer dials the inbound number outside the Call Time
- Message & Hangup: Follow up action depends on the settings selected in After Hours Action
In this example, if someone dials the inbound number before 9AM or after 5PM Pacific Time, the system will play the Default After Hour Message and will hang up the call.
Click on Apply Changes to save the settings.