Note for accounts using Sales Records: This article includes a Legacy components section with additional information that applies to your account.
This article explains how to configure an after-hours call routing schedule for VoIP in AMS+. After-hours schedules allow you to forward inbound calls received during specific time windows to an external number, such as a virtual answering service.
Requirements
- Your agency's AMS+ account must be subscribed to the Elevate package.
- You must be logged into AMS+ as an Agency User.
- You must be assigned to a Security Group with the Manage Users permission.
How inbound calls are routed
After-hours schedules apply agency-wide. During the configured hours, all inbound calls are forwarded to the designated external number. Only external numbers are supported as the forwarding destination.
If no after-hours schedule is configured, inbound calls follow your standard call routing. If a phone number has a voicemail box assigned, calls will route to that voicemail box. If no voicemail box is assigned to the number, calls may continue ringing or drop.
Note: After-hours schedules do not automatically adjust for Daylight Saving Time. When clocks change, you will need to manually update your schedule times to keep your business hours accurate.
Create an after-hours schedule
- Go to My Agency Settings.
- Find and open the Phone Dialer & Call Queues setting.
- Navigate to the After Hours Schedule tab.
- Select the New Schedule button.
- Set the Priority (lower priorities are checked first).
- In the Forward to External # field, enter the number where calls should be forwarded.
- Select the Add Row link to specify the schedule's hours.
- After adding rows for all business hours, select the Save button.
Once saved, the schedule takes effect immediately. All inbound calls received during the specified hours will be forwarded to the designated external number, overriding all other call routing settings.
Deleting an after-hours schedule
If no other after-hours schedules exist, inbound calls will follow your standard call routing. Before deleting a schedule, ensure your team is aware and prepared to handle calls outside business hours.
- Go to My Agency Settings > Phone Dialer & Call Queues > After Hours Schedule.
- Select the Delete button next to the schedule you want to delete.
- Confirm the deletion when prompted.
Legacy components
The following content applies only to accounts still using Sales Records. If you're unsure whether this applies to you, check your subscription package on the Subscription page. Accounts on Enhanced Records will show a package type that includes "+ Enhanced Records" (e.g., Accelerate + Enhanced Records). If your package does not include "+ Enhanced Records," this section applies to you.
Legacy components in this section:
- Sales Enablement Visible permission — accounts using Sales Records
Sales Enablement Visible permission
To access Phone Dialer & Call Queues settings, you must be assigned to a Security Group with the Sales Enablement Visible permission in addition to Manage Users.