Use Case:

This helps users understand the specific conditions under which a voicemail is triggered, ensuring they can manage call handling effectively.

Conditions for When Voicemails Are Played

User Conditions:

  • If the user is unavailable based on their availability preference (e.g., Always Closed).

  • If the user has set up Custom Availability and a call comes outside business hours, the call will go to voicemail.

  • If the user has manually enabled the Voicemail toggle from the User section, they will receive voicemails only when unavailable.

  • If a call comes during business hours, the user is logged out of the web dialer or mobile app.

Number Conditions:

  • If a Custom Availability is set for a number, and a call comes outside business hours, it will go to voicemail if the After Work Hours feature is enabled and set to voicemail.

  • If a call comes during business hours and the Call Queue feature is on, but the call is not answered within the queue timeline, the call will go to voicemail if the numbered voicemail is enabled.

  • If the user has manually enabled the Voicemail toggle from the Number section, that number will receive voicemails.

General Voicemail Questions

  • When does a call go to voicemail?
    A call goes to voicemail when the user is unavailable, logged out, or has voicemail enabled under specific conditions.
  • How can I enable or disable voicemail for my account?
    You can enable/disable voicemail from the User section or Number section in your CallHippo settings.
  • Will I receive voicemails if I am available but miss a call?
    Only if the Call Queue feature is enabled and the call is unanswered within the queue timeline.

User-Specific Voicemail Queries

  • Why does my voicemail activate even during business hours?
    This can happen if you are logged out of the web dialer or mobile app or if your voicemail toggle is enabled.
  • If I set my availability to "Always Closed," will my calls go to voicemail?
    Yes, all incoming calls will be directed to voicemail.
  • Can I set different voicemail preferences for different users?
    Yes, each user can configure their voicemail settings individually in the User section.

Number-Specific Voicemail Queries

  • Why are calls going to voicemail after business hours?
    If Custom Availability is set for a number and the After Work Hours feature is enabled with voicemail, calls will be routed to voicemail.
  • Will calls in the queue go to voicemail if unanswered?
    Yes, if the Call Queue feature is active and the call is not answered within the queue timeline, it will go to voicemail (if voicemail is enabled).
  • Can I enable voicemail only for a specific number?
    Yes, voicemail settings can be enabled or disabled separately in the Number section.
  • How can I check my voicemail messages?
    Voicemail messages can be accessed from the CallHippo dashboard under the Call log/ Recording section.