Here is where you specify what happens outside of your schedule hours, or when there is no agent available to take calls, when configuring Easy-IVR wizard.
Read more about Easy-IVR wizard in the Article Contact Center - Creating IVR.

Click Publish when done configuring the Off-Hours Treatment and No Agent Treatment as detailed below.
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After Hours Treatment

To configure the off-hours treatment:

  1. Prompt Description:  A description of the prompt to be played after hours (you can type a transcription of the audio file).
  2. Prompt Upload file: Click to upload the audio file to play after hours.
    Note: If you have selected more than one language in the General step, more than one Upload file link will appear so you can upload an audio file for each language you have chosen.
    Important: The audio file must be in the language you have indicated. Simple IVR will not translate the menu prompt to your selected language.
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The subsequent options correspond to the elements of the call flow based on the set up in the Menu step (for example, if you set up menu options for Technical Support and Sales, you will see these as options in this page in addition to Main Menu).

For each of these, you can choose any of the following behaviors: Blind transfer, Voicemail, Hang up.

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Proceed as follows based on the behavior you choose.

  • Voicemail: Complete the following information.

    1. Enter the voicemail to use.

    2. Prompt Description:  A description of the prompt to be played to let the caller know they’re being sent to a voicemail box (you can type a transcription of the audio file).

    3. Prompt Upload file: Click to upload the audio file for the voicemail box transfer.
      Note: If you have selected more than one language in the General step, more than one Upload file link will appear so you can upload an audio file for each language you have chosen.
      Important: The audio file must be in the language you have indicated. Simple IVR will not translate the menu prompt to your selected language.
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  • Blind Transfer: Complete the following information.

    1. Choose the third-party number to send the caller to.
      You might need to do this if you want to transfer the caller to another call center (for example, an answering service), another IVR, or an on-call agent’s cellphone.
      Note: This is a cold transfer, and the outcome or success of the transfer is unknown
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  • Hang up: There is nothing else to complete.

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No Agent Treatment

The no agent treatment is very similar to the After-Hours Treatment, with the exception that there is no Main Menu option.

To configure the no agent treatment:

  1. Prompt Description:  A description of the prompt to be played when there is no agent available (you can type a transcription of the audio file).

  2. Prompt Upload file: Click to upload the audio file to play when there is no agent.
    Note: If you have selected more than one language in the General step, more than one Upload file link will appear so you can upload an audio file for each language you have chosen.
    Important: The audio file must be in the language you have indicated. Simple IVR will not translate the menu prompt to your selected language.
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The subsequent options correspond to the elements of your call flow based on the set up in the Menu step (for example, if you set up menu options for Technical Support and Sales, you will see these as options in this page in addition to Main Menu). For each of these, you can choose any of the following behaviors: Blind transfer, Voicemail, Hang up.
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Proceed as follows based on the behavior you choose.

  • Voicemail: Complete the following information.

    1. Enter the voicemail to use.

    2. Prompt Description:  A description of the prompt to be played to let the caller know they’re being sent to a voicemail box (you can type a transcription of the audio file).

    3. Prompt Upload file: Click to upload the audio file for the voicemail box transfer.
      Note: If you have selected more than one language in the General step, more than one Upload file link will appear so you can upload an audio file for each language you have chosen.
      Important: The audio file must be in the language you have indicated. Simple IVR will not translate the menu prompt to your selected language.
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  • Blind Transfer: Complete the following information.

    1. Choose the third-party number to send the caller to. You might need to do this if you want to transfer the caller to another call center (for example, an answering service), another IVR, or an on-call agent’s cellphone.
      Note: This is a cold transfer, and the outcome or success of the transfer is unknown
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  • Hang up: There is nothing else to complete.

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