Why it matters
Many teams need calls handled one way during business hours and another way outside those hours. Correct configuration ensures callers are routed appropriately, whether that means reaching an on-call person, leaving a voicemail, or ending the call. In Whippy Business Phone, after-hours behavior is controlled through Call Flow settings and requires specific routing choices.
Key Concepts
Whippy Business Phone channel: A voice channel where inbound call behavior, greetings, routing, and after-hours logic are configured.
Business hours: The schedule defined on a Business Phone channel that determines when the channel is considered open.
After business hours routing: The action taken when a call is received outside configured business hours.
IVR routes: The routing mode for inbound calls. Options include Guided Call Flow (menu-based) or Direct Connection (single destination).
Guided Call Flow: An IVR-based routing option that supports menus, voicemail, call-to-text, and structured routing logic.
Direct Connection: A routing option that immediately sends all calls to one destination without presenting a menu.
Default fallback: The action used when a call goes unanswered or an unexpected issue occurs during the call flow.
Step-by-Step: Configure After-Hours Call Handling
Go to Channels under Organization Settings.
Locate the Whippy Business Phone channel you want to update.
Click Actions, then More Options (three vertical dots).
Click Edit Channel.
Open Channel Settings and select the Call Flow tab.
Enable Override organization settings if this channel needs its own call flow logic.
Confirm Business Hours are configured in the Business Hours tab for the channel.
In Call Flow, review or configure all routing behavior for business hours.
Scroll to the After Business Hours section.
Toggle After business hours on.
Select the after-hours action:
Forward to phone number
Forward to agent
Ring channel user
Voicemail
End call
Configure any required target fields (phone number, agent, voicemail greeting).
Click Stage Changes in the After Business Hours section.
Click Save Changes at the bottom of the page.
Test by calling during and outside configured business hours.
Tips and Best Practices
Always configure Business Hours before enabling after-hours routing.
Use Guided Call Flow if you need menus, voicemail branching, or multiple routing options.
Use Direct Connection when all calls should go to one destination during business hours, then rely on After Business Hours for off-hours handling.
Set voicemail for non-urgent after-hours calls and forwarding for urgent or on-call scenarios.
Test after-hours behavior by temporarily adjusting business hours.
Troubleshooting
Issue | Possible Cause | Fix |
After-hours routing does not trigger | Business hours not configured | Set business hours in the channel’s Business Hours tab |
Calls route the same way all day | After business hours toggle is disabled | Enable After Business Hours and stage changes |
Calls still ring users after hours | Incorrect after-hours action selected | Update the After Business Hours action and save |
Voicemail greeting does not play | Greeting not configured or not staged | Add a voicemail greeting and click Stage Changes |
Changes not applied | Save Changes not clicked | Scroll to the bottom and click Save Changes |