Out of hours settings

Out of hours rules override your standard call settings during the configured time periods.

Setting available days and times on desktop & Web App

To configure your out-of-hours criteria, click on the ‘Settings’ cog, select ‘Calls,’ and then scroll down until you find the ‘Out of hours’ section.

You can set your availability for each day of the week independently.

Indicate your availability for that day, along with the specific timeframe during which you can take calls (for example, you might be available from 9:30 AM to 5:00 PM).

What happens to calls made outside of regular hours? You can choose from a variety of options:

Ask the caller to leave a voicemail
Redirect to a CircleLoop user, team or menu; Or
Redirect to another number.

Asking the caller to leave a voicemail

To ensure your out-of-hours calls are directed straight to voicemail, simply select the option ‘Ask to leave a voicemail’. Next, choose the voicemail recording you would like CircleLoop to play. You can either select from a list of existing recordings or upload a new one if you prefer.

The settings for uploading voicemail recordings are identical to those used when setting up voicemail in other sections of the app (i.e. ‘Call Settings’, which we cover elsewhere on this Knowledge Base).

Voicemail recordings have a maximum length of 60 seconds and a maximum file size of 1.5mb.

Redirect to a user, team or menu

To redirect out-of-hours calls to a specific user, CircleLoop team or a menu, please make your selection here.

Redirect to a user means callers will be sent to a specified CircleLoop user within your company.

The setup for 'Teams' and 'Menus' is located in the admin settings section, which means that only an administrator can configure these features.

Redirecting to a team allows callers to be connected to a shared number that is utilised by all team members for both incoming and outgoing calls
Redirecting to a menu indicates that callers will be directed to a number accessible to all users for making outbound calls.

Redirect to another number

Redirecting to another number allows callers to be directed to a designated phone number of your choice. For instance, you can redirect calls to your mobile phone or any other external number.

For the option to ‘Redirect to another number’, you have additional choices available:

Announce calls will notify the caller that their call is being redirected (Press 1 to accept the call) If you decline or the call rings out, this will follow your normal CircleLoop handling rules, such as going to voicemail.
The "Present dialled number" feature allows the recipient to see the original number from which the call is being made.

Setting available days and times on mobile

Out of hours settings determine the management of your calls during specific time frames.

To configure your out-of-hours criteria, tap on the ‘Settings’ cog, select ‘Calls,’ and then scroll down until you find the ‘Out of hours’ section.

You can set your availability for each day of the week independently.

Indicate your availability for that day, along with the specific timeframe during which you can take calls (for example, you might be available from 9:00 AM to 5:00 PM).

What happens to calls made outside of regular hours? You can choose from a variety of options:

Ask the caller to leave a voicemail
Redirect to a CircleLoop user, team or menu; Or
Redirect to another number.

Asking the caller to leave a voicemail

To ensure your out-of-hours calls are directed straight to voicemail, simply select the option ‘Ask to leave a voicemail’.

Redirect to a user, team or menu

To redirect out-of-hours calls to a specific user, CircleLoop team or a menu, please make your selection here.

Redirect to a user means callers will be sent to a specified CircleLoop user within your company

The setup for 'Teams' and 'Menus' is located in the admin settings section, which means that only an administrator can configure these features.

Redirecting to a team allows callers to be connected to a shared number that is utilised by all team members for both incoming and outgoing calls
Redirecting to a menu indicates that callers will be directed to a number accessible to all users for making outbound calls.

Redirect to another number

Redirecting to another number allows callers to be directed to a designated phone number of your choice. For instance, you can redirect calls to your mobile phone or any other external number.

For the option to ‘Redirect to another number’, you have additional choices available:

Announce calls will notify the caller that their call is being redirected (Press 1 to accept the call). If you decline or the call rings out, this will follow your normal CircleLoop handling rules, such as going to voicemail.
The "Present dialled number" feature allows the recipient to see the original number from which the call is being made.

Troubleshooting

If calls are not being managed effectively outside of working hours, please review the following points:

The 'Out of Hours' toggle is currently activated in your call settings
You have correctly selected the day/time that the settings should apply
You have recorded/uploaded a voicemail greeting to be used during out of hours periods; Or
You have selected a user within your company to direct calls to during out of hours periods; Or
You have correctly entered another number to direct calls to during out of hours period

If you are not able to upload a voicemail greeting, please check the following:

The file that you are trying to upload is no more than 1.5MB in size
The greeting that you are trying to record is no more than 60 seconds in length.

If you are still having issues with this feature, please contact your CircleLoop onboarding agent or Support team