After-hours and holiday greetings

Callers should know right away when you’re closed and what to do next. You can give your auto attendant a different greeting and menu for after hours and holidays. Once set up, it switches on its own, so nobody has to remember to change anything at 5 p.m.

Before you start

Create the time frames you need. See Time frames: business hours, holidays and more.

• Business Hours — for example, Mon–Fri 9:00–5:00.
• Holidays — the days your office is closed.
• Specific dates or ranges — for a one-time closure, like a snow day or staff training.

How it works

Each auto attendant has its own answering rules, just like a person. Its Default rule sends callers to its normal menu. You add a rule for a time frame, such as Holidays, that sends callers to a second auto attendant with your holiday greeting instead.

• A Main Menu auto attendant (for example, extension 500) with your normal greeting and keys.
• A Holiday Menu auto attendant (for example, extension 501) with a “we’re closed” greeting and its own keys.
• A Holidays answering rule on Main Menu that forwards callers to Holiday Menu.

When a call comes in, the main auto attendant checks its rules from the top down. If a rule’s time frame matches the current time, that rule wins. Otherwise, the Default rule plays the normal menu.

Steps

1. Build the closed or holiday menu

1. Go to Auto Attendants and select Add Attendant.
2. Enter a Name, such as “Holiday Menu,” and the next unused extension in the 500s, such as 501.
3. Set Time Frame to default (all the time) and select Add.
4. Add the greeting with the pencil button under Menu Prompt. Use Text-To-Speech, Upload, or Record.
5. Set up the keys callers can press (see suggestions below), then select Save.

See Build your first auto attendant for details on each step.

2. Send calls to it during the time frame

1. Go to Users and clear the Hide System Users checkbox at the bottom of the list. Your auto attendants now appear in the list.
2. Find your main auto attendant (for example, Main Menu, 500). Select the pencil icon on its row and choose Answering Rules.
3. Select Add Rule.
4. Choose the Time Frame, for example Holidays.
5. Under Call Forwarding, check Always and type the extension of your holiday menu, such as 501. Pick Auto Attendant - Holiday Menu (501) from the list.
6. Select Save.
7. Repeat for any other time frame. For example, to play a closed menu outside business hours, build an “After Hours Menu” and add a rule for that time frame.
8. Check Hide System Users again so your Users list stays tidy.

Heads up: Each auto attendant needs its own keys. Keys you set on the main menu don’t carry over to the holiday menu.

What to say in an after-hours greeting

Keep it short and helpful:

“Thank you for calling Riverside Dental. Our office is now closed. Our hours are Monday through Friday, 9 a.m. to 5 p.m. If this is a medical emergency, please hang up and dial 911. To leave a message, press 1. To reach our on-call line, press 2.”

Useful keys after hours:

• Voicemail to a shared mailbox.
• External Number to an on-call cell phone.
• Play Message with your address or website.

Holiday greeting example

“Thank you for calling. Our office is closed today for the holiday. We’ll reopen tomorrow at 9 a.m. Please leave a message after the tone, or press 2 for urgent service.”

Test it

You don’t have to wait for a holiday to test.

1. Temporarily create a Specific dates or ranges time frame named “Test” covering the next 15 to 30 minutes.
2. On your main auto attendant’s Answering Rules tab, add a rule for the Test time frame that forwards to your holiday menu.
3. Call your main number and listen.
4. Delete the test rule (the red x on its row), then delete the test time frame.

Common questions

Do I also need to change people’s answering rules?

Not for the main menu. But if someone has a direct number, their answering rules decide what happens after hours. See Answering rules.

Can a call queue close after hours too?

Yes. Route the main number through the auto attendant so callers never reach the queue when you’re closed, or set the queue’s forwarding options. See Set up a call queue.

Can I just change the greeting without a new menu?

Yes. To change what callers hear on holidays, open the holiday auto attendant and update its Menu Prompt. Nothing else needs to change.

Related articles

• Night mode: switch your call flow with one button
• Time frames: business hours, holidays and more
• Build your first auto attendant
• Set up voicemail
• How a call travels through your phone system