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Manage Calls Outside Business Hours
Ensure you’ll always get all of the calls with after-hours call routing. Inform customers about your availability with custom out-of-office messages, redirect them to another device, or let them leave a voicemail.
Personalize Your Calling Availability
Set Hours Flexibility
Set business hours for the entire team, departments or individually for each number.
Craft Custom Messages
Customize messages for the whole company or per number for different business hours.
Disable Calls When OOO
Make numbers automatically unavailable during holidays or at exceptional times.
"With CloudTalk's Analytics I now get to see every step of the way. We can find discrepancies between our agents and gain a much better understanding of our teams' setup."
Nelly Donnelly Service Delivery Manager
See customer story
"CloudTalk improved our team's cost and efficiency. The script feature allows us to lead the calls in a much more systematic way, as well as all the action buttons to trigger actions directly into our backend."
Yohann Bensadoun Global Supply Growth
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"Our call volume tripled in only 2 years, from around 10,000 calls to 30,000 per quarter and with CloudTalk, we can now handle all of this communication easily. It was an excellent choice."
Frederico Lopes Head of Customer Service
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"We have seen a significant increase in our outbound call volume since we started using CloudTalk and we can now reach out to more prospects and customers than ever before."
Elay Sasson Call Center Manager
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"CloudTalk’s AI has cut our call quality analysis from 2 hours to 20 minutes daily and reduced mis-targeted leads by 24%, allowing us to focus on strategic growth."
Sara Konickova Sales Ops Manager
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What is a Business Hours Call Routing?
Business hours ensure your calls are handled efficiently. You can define when your team is available to take calls and automatically redirect those that ring outside of these hours. You may route them to on-duty agents, redirect them to voicemail, or send them to alternative numbers.
How Does Business Hours Call Routing Work?
After-hours routing decides how incoming calls are managed based on your team’s availability. When calls come in during your defined business hours, they are routed directly to available agents.
For calls outside these hours, you can customize the time-based routing options to fit your needs—whether that’s redirecting calls to a different number, sending them to voicemail, or playing a custom message.
This setup ensures that your customers are always directed to the right place, improving efficiency and customer satisfaction.
Benefits of Configuring Business Hours
Optimize Resource Management
Align agent schedules with peak call times. Boost efficiency by ensuring agents are available when call volumes are highest, increasing productivity.
Deliver Consistent Customer Service
Provide a structured schedule for handling phone calls. Maintain a reliable and professional service standard, leading to higher customer trust and loyalty.
Reduce Missed Opportunities
Ensure that no call goes unanswered by managing after-hours calls through voicemail or redirection. Capture leads and maintain customer engagement.
Improve Your Work-Life Balance
Let your agents unwind outside of work by defining business call hours. Support work-life balance, reduce burnout, and ensure long-term retention.
Catch important calls while enjoying time off.
4 Types of CloudTalk Business Hours Setting
Redirect to Number
Ensure that you never miss important calls by redirecting them to an alternative phone number after business hours. Stay connected with customers, even when your primary team is unavailable and provide continuous customer service.
Deploy Voicemail
Provide customers with the option to leave a message when your team is unavailable. Set up a voicemail during off-hours, capture important inquiries, and follow up fast, ensuring no customer communication slips through the cracks.
Play Sound
Maintain a professional image by playing a custom sound or message when customers call outside of your business hours. Inform callers about your operating times or direct them to other resources, helping manage their expectations.
Play Sound and Voicemail
Combine an informative message benefits with the opportunity for customers to leave a voicemail. Let callers first hear a custom recording and then leave a voicemail. Ensure they’re informed while you capture their needs for a timely response.
How to Set Up Business Hours in CloudTalk (Per Company)
Apply business hours to all phone numbers by default.
01
Log in to your CloudTalk account.
02
In the left side menu, navigate to Account → Settings.
03
Locate and select the “Business Hours” tab.
04
Click on “Change” to start setting rules and exceptions.
05
Save changes when done.
How to Set Up Business Hours in CloudTalk (Per Number)
Set separate business hour rules for specific phone numbers.
01
Log in to your CloudTalk account.
02
From the Dashboard, navigate to the Numbers tab in the left-side menu.
03
Select the edit (pencil) icon next to any number.
04
Switch to the “Business Hours” tab.
05
Add rules and exceptions for the number according to your needs.
06
Save changes when done.
Other features you might like
Turn your CloudTalk into a much larger and powerful tool
Expand your business toolstack with a business calling software that can be easily integrated into your existing CRMs, ecommerce or helpdesk tools, like Salesforce, Freshdesk, Help Scout, and dozens more.
Have questions?
What are Business Hours?
Business Hours refer to the specific time frames during which your call center or business is open and available to handle customer calls. By setting business hours, you can ensure that calls are appropriately managed based on whether your team is available or not.
How to route calls after working hours?
To route calls after working hours, you can set up options like redirecting calls to another number, sending calls to voicemail, or playing a custom message. These settings allow you to manage customer interactions even when your team is unavailable, ensuring that no inquiry is ignored.
Why Use Business Hours?
Using Business Hours ensures that your customers are handled appropriately based on your team’s availability. It helps manage customer expectations, reduce missed calls, and improve overall efficiency by routing calls based on whether your business is open or closed.
How do small businesses use a business hours feature?
Small businesses use the feature to optimize call routing, ensuring that customer calls are directed appropriately during specific times. The call routing for small businesses allows them to provide reliable service during working hours while redirecting after-hours calls to voicemails or alternative numbers. By doing so, they maintain a professional image, capture important inquiries, and manage resources effectively.
Is it possible to set working hours for specific phone numbers or users?
Yes, you can set specific working hours for individual phone numbers or users. This flexibility allows you to tailor call routing and availability to match different schedules or departments within your business.
How many time slots can be created for one working day?
You can create multiple time slots for one working day, allowing for greater flexibility in managing your team’s availability. This can include setting different periods within the day where calls are handled differently, depending on your business needs.
Ready to get started?
Schedule a demo with one of our specialists and gain unparalleled control over your customer’s experience.
