Vonage — After-Hours Setup
How to forward after-hours calls to PupPilot on Vonage.
Setup Note
You need Super User or Account Administrator access. Only Advanced VR supports time-based scheduling.
How Vonage Works
Vonage is a general-purpose UCaaS platform. Call routing is managed through Virtual Receptionists in the Vonage Admin Portal. Key concepts: Advanced VR (virtual receptionist with time-based scheduling — the Basic VR does not support this), 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 Vonage Admin Portal
You need Super User or Account Administrator access.
2
Go to Virtual Receptionist
Navigate to
Phone System → Virtual Receptionist.3
Create an Advanced VR
Click Add New and choose Advanced VR (the Basic VR does not support time-based scheduling). Name it (e.g., "Main Clinic Line") and assign your clinic's phone number.
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 Forward calls to External 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 you're using Advanced VR (not Basic VR). |
| Basic VR has no scheduling option | Switch to Advanced VR. Only Advanced VR supports time-based 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. |