Assistance with after hours call flow and voicemail prompts please

[Darren Halprin]

Hello,

One of my clients has a self hosted system which is working well for the most part, but I'd love some assistance tweaking the call flow.

If a caller calls after hours, they are prompted immediately with the "after hours" prompt and then directed to the receptionist's extension voicemail. So the caller hears the after hours prompt and then hears another prompt of the voicemail of extension 100. We use this voicemail box also if a call is on hold for too long in the hold queue and then diverted to leave a message, so the message is something like "sorry we were unable to answer your call, pls leave a message"

What is the best way to handle calls after hours going to an appropriate voicemail box and not hear two prompts?

Thanks.

 

[SteveITS]

Which prompt are you trying to avoid? Can you just not have a recording for after hours? Or, you can auto switch status on that extension to switch between Available and DND with their own greetings.

 

[Darren Halprin]

Hi Steve and thanks for the reply. I'd ideally like not hear to hear the voicemail prompt of the user's (100
) mailbox. There's probably a better way of doing it. I'll outline our call flow and perhaps you could make a suggestion about a better way.

Normal business hours all calls to the main number go to a Ring Group. Extension 100 and 101 are the two receptionist and we have it RingAll. If they're both on calls, it goes to a Queue "Hold Queue". It'll stay in the queue for up to 5 minutes. If it's not answered within that time, it goes to the VM of extension 100, where the prompt says something like "sorry we couldn't get to your call. pls leave a message". So all of this is fine.

After hours it immediately gets the after hours prompt and then goes to the VM of ext 100 where it also get's that prompt. I'd ideally like to only have the after hours prompt heard and not the voicemail prompt too.

I hope that's a bit clearer than my previous post.