Home Troubleshooting & Error Resolution How to Forward a Client's DID to an External Number During Business Hours with Fallback Routing

How to Forward a Client's DID to an External Number During Business Hours with Fallback Routing

Last updated on Jun 17, 2025

🧭 Overview

This guide explains how to set up a call flow where a client’s main DID rings an external number during business hours, and if unanswered, falls back to a secondary DID or voicemail. This setup is ideal for businesses with call forwarding needs based on availability or after-hours support.

🛠️ Step-by-Step Setup Guide

✅ 1. Create a Business Hours Schedule

  1. Go to Schedules in the EvoVoice Console.

  2. Click + New Schedule.

  3. Name the schedule (e.g., Client Business Hours).

  4. Set the desired days and hours (e.g., Mon–Fri, 9 AM–5 PM).

  5. Click Save.

📝 This schedule will be used to trigger time-based call rules.

✅ 2. Create a Call Rule for Forwarding During Business Hours

  1. Go to Rules > + New Rule.

  2. Under When to apply, select the Client Business Hours schedule.

  3. Under Action, choose Forward Call.

  4. Input the external number (e.g., a mobile or offsite landline).

  5. Click Save.

📞 Incoming calls during business hours will now forward to the external number.

✅ 3. Set a Timeout Fallback (No Answer Condition)

  1. In the same rule or a follow-up rule, add a No Answer Timeout (e.g., 20–30 seconds).

  2. Under Then, select what should happen if the external number doesn’t answer:

    • Option 1: Forward to a backup DID

    • Option 2: Send to a Voicemail box

  3. Configure the desired fallback (e.g., Voicemail - Support Team or Secondary Office DID).

  4. Click Save.

⏲️ This ensures unanswered calls don’t just ring endlessly or drop.

✅ 4. Configure After-Hours Handling (Optional but Recommended)

  1. Create another rule using the inverse of your business schedule.

  2. Route calls directly to:

    • A voicemail box

    • An after-hours call center

    • Or an auto-attendant

🧪 Example Setup:

  • 📞 Main DID: 18001234567

  • 🕘 Business Hours: Mon–Fri, 9AM–5PM

  • 📲 Forward to External: +639171234567

  • ❌ If No Answer → Voicemail: VM - Main Office

  • 🌙 After Hours → Auto-attendant or directly to voicemail

🧠 Best Practices

  • Always test the call flow after configuration.

  • Make sure the external number is reachable and doesn’t have its own voicemail that might intercept calls.

  • Enable call logs or alerts for missed calls to monitor fallback effectiveness.

🆘 Still Need Help?

If calls are not forwarding correctly or fallback isn’t working:

  • Double-check if the schedule is active and correctly linked to the rule.

  • Confirm the external number is formatted properly (e.g., with + country code).

  • Ensure the fallback action is not accidentally skipped due to rule conflicts.

Contact Evo Support with:

  • The client’s DID

  • External number used

  • Time and date of test call