The short answer

Decide who answers first, who answers if they cannot, what happens if nobody can, and what happens outside business hours. Give every path an end point, agree the timing and test answered, busy, unanswered and after-hours calls.

Start with one caller's journey

Pick a real moment, such as a customer calling your main number while reception is busy, and write down what happens now and what you want to happen. Then answer four questions: who answers first, who answers if they can't, what happens if nobody can, and what happens outside business hours.

The arrangements we're asked for most

  • Reception first, then the team, then voicemail: calls try reception, move to a group of phones after a set number of rings, then go to a message.
  • Lunchtime cover: calls go to a different person or group during a set period.
  • Holiday and office-closure messages: a different greeting while you're closed, switched by schedule or by a button.

On Avaya IP Office

Ring groups, overflow to a mobile and an automatic after-hours path are available on IP Office without extra licences. We set them up to match the journey you've planned.

Three mistakes to avoid

  • Calls that ring forever: every path needs an end point, such as voicemail, a message or another group, so a caller is never left listening to endless ringing.
  • After-hours that doesn't switch: if your system switches on a schedule, check it after daylight-saving changes and public holidays. If it switches by button, agree who presses it at closing time.
  • A mobile's own voicemail picking up: when calls overflow to a mobile, the mobile's voicemail can answer first and catch the call before your system can try the next step. We set the timing so your business voicemail, not the personal one, takes the message.

Check it after the change

Call your own number from outside and test each path: answered, busy, unanswered and after hours. Keep a note of how it's meant to work, so the next change starts from the same plan.

Useful next steps

Your next step

Talk through your setup.

Tell us what you have and what you need to change. We’ll discuss suitable options and confirm the scope and costs before paid work starts.

Plan your call routingSupport hours and charges