Google Voice — After-Hours Setup
How to forward after-hours calls to PupPilot on Google Voice.
Setup Note
Auto attendants are available with Google Voice Standard and Premier subscriptions. The free personal Google Voice does not have auto attendant features.
How Google Voice Works
Google Voice for business is part of Google Workspace. Call routing is managed through Auto Attendants in the Google Admin Console at admin.google.com. Key concepts: Auto Attendant (virtual receptionist with schedule-based routing), Business Hours (customized open/close times), and After-Hours Actions (what happens outside business hours).
Call Flow
Open Hours
Caller
Main Number
Auto Attendant
Staff phones ring
After Hours
Caller
Main Number
Auto Attendant
Forward
PupPilot answers
Setup Steps
1
Log in to the Google Admin Console
Go to admin.google.com and sign in.
2
Navigate to Google Voice Settings
Go to
Menu → Apps → Google Workspace → Google Voice. You may need the Google Voice Admin role.3
Create an Auto Attendant
Click Auto attendants, then click Create. Enter a name (e.g., "Main Clinic Line") and, optionally, add a description. Click Create.
4
Add Greetings
In the Initial greeting section, click Add A Welcome Message. Choose to Use text-to-speech (TTS) or Upload your own audio for your welcome message. You can also add a Special Announcement.
5
Set Up Call Handling (Open Hours)
In the Call handling section, define how calls are routed during business hours. You can create menu options (e.g., "For support, press one"), transfer to users, ring groups, or voicemail.
6
Customize Working Hours
Under the Working hours section, click Edit Business Hours. For Open hours, select Customized hours and set your clinic's open times for each day of the week.
7
Configure After-Hours Call Handling
Under the Outside open hours section (within Call handling), define the action for calls received outside business hours. Set the action to Transfer the caller, then choose Phone number and enter your PupPilot phone number.
8
Publish and Assign a Number
Click Publish to activate the auto attendant. Then, in the Phone Numbers section, click Assign A Number, choose a number, and click Assign.
Important Notes
- The free personal Google Voice does NOT have auto attendant — you need Google Voice Standard or Premier.
- You can only set one block of business hours per day (no split schedules like 8–12 and 1–5).
- Use the Holiday closures option for dates like Christmas and Thanksgiving.
- Forwarding to external numbers may incur carrier charges depending on the destination.
Troubleshooting
| Issue | Fix |
|---|---|
| Calls don't reach PupPilot | Verify the after-hours action is set to "Transfer the caller" and the transfer type is "Phone number" with the correct PupPilot number. Check that business hours are set to "Customized hours" (not 24/7). |
| Auto attendant option doesn't appear | You may be on the free personal Google Voice plan. Auto attendants require Google Voice Standard or Premier subscriptions. |
| Split schedule not available | Google Voice only supports one continuous block of hours per day. If your clinic has a lunch break, you'll need to keep business hours spanning the full day and use the no-answer fallback instead. |