Customers expect quick responses, but your team needs rest. A well-designed after-hours call rotation solves both problems. It routes urgent calls to the on-duty agent, handles shift handovers automatically, and records voicemails for non-urgent inquiries.
Step 1: Set Business Hours
In Audovo, define your active timezone and standard business hours (e.g., Monday through Friday, 9:00 AM to 5:00 PM). This establishes the boundary for your after-hours routing engine.
Step 2: Create an On-Call Rotation Schedule
Go to the Schedules & Rotations section. Add the team members who share after-hours duty. You can configure:
- Weekly handovers: Automatically rotate the primary on-call agent every Monday at 8:00 AM.
- Rollover logic: If the primary agent doesn't answer within 15 seconds, dial the secondary backup agent before sending the call to voicemail.
Step 3: Test Your Setup
Always test your after-hours schedules. Try calling your business line during off-hours to confirm the routing triggers the correct cellphone and registers the call status on the dashboard.