After hours/ Holiday hours to an on call external phone.

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We are a home health company in the U.S. and I am trying to find the easiest set up for our afterhours/ holiday hours to be forwarded to an external number for our on call nurse. Is it possible to have our after hours/ holiday hours forwarded to an extension without a phone? I would like to set the extension without a phone with the forwarding information for both the after hours & holidays so I only have to update that extension when our on call nurse changes each week/ holiday.
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Samantha Daugherty

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Posted 12 months ago

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Michel, Champion

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Instead of setting up an extension, I would recommend you setup "advanced rules" under the "Call Handling & Forwarding" of your main number.   You can specify rules for specific dates, date-ranges, and times - then within the "advanced rule" you can setup a unique "Call Handling & Forwarding" setup for who you want to forward the calls to (including external numbers).

RC support can help you set this up - or let me know if you have any questions and I can help as well.
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Brandon, Champion

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There are a couple ways to accomplish this.  You can create an extension without a phone (free) and then configure that extension to not have voicemail and just forward out to an external number like a mobile phone or answering service.  Then it depends on how your main number is configured, but you can then direct after hours and holiday to that new extension and calls will forward to the number you configure.  You can give access to that extension to whomever needs to keep it updated and change numbers.  You could also create an advanced rule on that extension to program in advance several weeks of known scheduled on call numbers.

Keep in mind that depending on the volume of calls that forward out (more than 5 or 10 per month, I think) you may be charged for a digital line price.
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Michel, Champion

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Yes Brandon,  that is specifically why I do not recommend to use new extensions forwarding to external numbers - I have been hit hard over the last several months with extra line charges when exceeding the 10 calls per billing cycle (not per month).
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Samantha Daugherty

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Thank you for the recommendations. I'm working through the advanced rules and seeing if either of you could help with this hiccup I've hit before I call customer support.

Our office hours are M-F 8-5PM so all other hours of the week need to be forwarded to the nurse on call. I can not figure out how to get Monday from 5 PM - Tuesday 8 AM covered without taking out the forwarding for Monday from 12AM - 8AM or adding another rule which would be another step to take each week when the nurse changes. Is there a way to add another level or a second Monday?

Thank you for any input you have!

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Justin, Employee

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Hello,
Check the box labeled "24 Hours". Once you do that, you will see the round icon next to the day. Hover over that icon and it says "Schedule spans through the next day".
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Samantha Daugherty

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Wouldn't this forward the calls all the time and not just during our after hours?
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Michel, Champion

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try setting up your office hours in the main ext settings (under "User Details") - then use the "After Hours" option and select "Forward Calls" or "Unconditional Forwarding"  If this works, it would be better than using "Advanced Rules" because you could adjust the forwarded number with less steps.
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Samantha Daugherty

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Thank you, this will definitely work. I had that set up but I guess I was making it more complicated in my mind. Thank you for the help!
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OnCallAnswer

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Or hire an answering service:) Just kidding, looks like you got it taken care of