Advice - After hours messaging

[chris @ pineapplebytes]

I am looking for advice on how to setup 2 different communications to clients when they call for support when our office is closed.

We have the majority of our clients that get support until 5pm M-F then they move to emergency support protocol. We do have one tier-1 client we offer support until 8pm, then after 8pm they will move to emergency support protocol.

I have configured our office hours from 8am-5pm M-F and when incoming calls do come in, they receive our office is closed message and our emergency support protocols/instructions, but our Tier 1 client does get a bit confused if they call in before 8pm and hear this message.

Wondering if you have suggestions on how we can have 2 different messages for incoming calls after 5pm (1 for our tier 1 client that we are open until 8pm, and one for everyone else that we are open until 5pm).

I have setup a specific ring group for the tier 1 client so they can choose that option on the main menu so their call is routed properly.

 

[Alphabetic]

Easiest thing would be to set up CID in inbound rules.

 

[VoIPTools]

You could provide a special DID for the Tier 1 customers. Using CID rules assumes you have ALL of the customers DIDs (work, home, mobile, etc.). Giving them a "premium" support number to call could have some relationship benefits as well.

The next question is how are you notifying agents that there is an after-hours support request. In my experience, a recurring schedule, with multiple escalation levels (in case the first tech's phone dies), and multiple channels of notification -- phone, email, SMS, will help ensure your customers get the help they need 100% of the time. I encourage you to take a look at our 3CX On Call Manager tool. We simplify the problem of managing who is on call, and ensure the right people are notified.

 

[Evolute IT]

If you have a CRM, you can also do lookups from there via CFD, check if they have a certain property set to a certain value, and route accordingly.