Vonage — After-Hours Setup
How to forward after-hours calls to PupPilot on Vonage.
Setup Note
You need Super User or Account Administrator access.
How Vonage Works
Vonage is a general-purpose UCaaS platform. Call routing is managed through Virtual Receptionists in the Admin Portal. Key concepts: Virtual Receptionist with Schedules & Call Flows (time-based routing rules), and Manual Override (temporary routing changes).
Call Flow
Open Hours
Caller
Main Number
Virtual Receptionist
Staff phones ring
After Hours
Caller
Main Number
Virtual Receptionist
Forward
PupPilot answers
Setup Steps
1
Sign in to the Admin Portal
Sign in to the Vonage Business Communications (VBC) Admin Portal at my.vonagebusiness.com using your Super User or Account Administrator credentials.
2
Go to Virtual Receptionist
Navigate to
Phone System → Virtual Receptionists from the left navigation pane. Alternatively, click the My Receptionists icon on the home page.3
Create or Configure a Virtual Receptionist
Click Add New in the upper right-hand corner and select Advanced Virtual Receptionist to create a new one, or click on an existing Virtual Receptionist to configure it. Complete the General Settings and Schedules and Call Flows sections. Name it (e.g., "Main Clinic Line"). To assign your clinic's phone number, ensure the number is available under
Phone System → Phone Numbers, then assign it within the Virtual Receptionist settings.4
Set Up Business Hours Greeting
Set up your business-hours greeting.
5
Create After-Hours Schedule
Go to the Schedules & Call Flows section. Click Add New and create a schedule for your after-hours window.
6
Set After-Hours Forwarding
For the after-hours call flow, select the option to forward calls to an external number (e.g., Send To Ext. or Number). Enter your PupPilot phone number and select Originating Caller ID (so you can see who's calling).
7
Save
Click Save and test by calling after hours.
Important Notes
- Calls forwarded to external numbers may cost approximately $0.03 per minute for domestic calls.
- If you use the Vonage Mobile App, do NOT forward calls to the same mobile number — you will receive two calls at the same time.
- Only Account Administrators or Super Users can create or modify Virtual Receptionists — front desk staff cannot make these changes.
- Use the Manual Override feature for unexpected closures like snow days.
Troubleshooting
| Issue | Fix |
|---|---|
| Calls don't reach PupPilot | Check that the after-hours schedule is active and the forwarding number is correct. Verify the Virtual Receptionist has the correct Schedules and Call Flows configured. |
| Virtual Receptionist has no scheduling option | Ensure the Virtual Receptionist has Schedules and Call Flows configured. Go to Phone System → Virtual Receptionist, select the VR, and set up Schedules and Call Flows. |
| Receiving duplicate calls on mobile | If using the Vonage Mobile App, do not forward to the same mobile number — you'll get two simultaneous calls. |
| Staff can't access VR settings | Only Account Administrators or Super Users can modify Virtual Receptionists. Front desk staff need elevated permissions. |