Phone.com — After-Hours Setup
How to forward after-hours calls to PupPilot on Phone.com.
Setup Note
Phone.com uses a web portal at my.phone.com. You can configure call handling rules yourself.
How Phone.com Works
Phone.com is a general-purpose VoIP platform. Call routing is managed through the Phone.com Portal at my.phone.com. Key concepts: Call Handling Rules (time-based routing), Queues (groups of extensions), and Extensions (individual or shared lines).
Call Flow
Open Hours
Caller
Main Number
Call Queue
Desk phones ring
After Hours
Caller
Main Number
Forward
PupPilot answers
Setup Steps
1
Log in to Phone.com
Go to my.phone.com and sign in with your admin account.
2
Navigate to Call Handling
Go to
Administration → Numbers → My numbers. Select the pencil/edit icon for your main clinic number to open the number configuration screen.3
Set Business Hours
Set business hours under
Administration → Business Hours, then apply them to the number configuration.4
Configure After-Hours Forwarding
In the after-hours call handling rule, set the action to Forward to a Number and enter your PupPilot phone number.
5
Save and Test
Save your changes. Call your number after hours to verify PupPilot answers.
Important Notes
- Phone.com supports separate greetings for business hours and after hours.
- You can configure holiday schedules under Business Hours / holiday schedule settings and then apply them to call handling.
Troubleshooting
| Issue | Fix |
|---|---|
| Calls don't reach PupPilot | Check the number configuration under Administration → Numbers → My numbers. Verify the PupPilot number is correct and the schedule is set properly. |
| After-hours forwarding not activating | Verify the schedule times are correct and the timezone matches your clinic location. Check that the after-hours rule is enabled. |
| Call Queue doesn't ring desk phones | Verify the call queue has extensions added and a phone number assigned. Check that extensions are set to available. |
| Calls loop between PupPilot and your system | The internal number's no-answer fallback is forwarding to PupPilot. Change it to voicemail. |