Inbound call
After hours
The 9pm call that used to go to voicemail, handled or escalated.
- Answered at
- 22:14, ring one
- Triage
- Severity checked first
- Handed over
- On-call engineer paged
One real call
Press play and read it as it ran.
What it handles on its own
Resolved while the caller is still on the line.
- Answers every out of hours call instead of sending it to voicemail
- Takes a structured message: who, where, what, and a callback number
- Books next-day slots against your live calendar while you are closed
- Answers opening hours, location and policy questions from your own content
- Writes a ticket with a timestamp and the call recording attached
- Sends the morning queue to your team before the day starts
When it hands over
Straight to a person, with no second ask.
- Anything matching your emergency definition, paged to the on-call rota immediately
- Any mention of injury, fire, gas or flooding, with no triage attempted
- A caller who asks for a person, even at 3am
- A second call about an incident that is already open
The person who picks up receives the call summary, the caller details and everything already done on this call, before they speak.
Five settings decide how this call behaves.
Nothing here is a hidden model behaviour. These are the knobs you own, reviewed with you before the first live call and changeable afterwards without a rebuild.
- Hours
- When after hours begins per location, including holidays
- Emergency rules
- The exact conditions that justify paging a person
- On-call rota
- Who to page, in what order, and the fallback if nobody answers
- Message format
- The fields every overnight message must carry
- Morning handover
- Where the overnight queue is delivered, and when
A week, in three moves.
This call type does not need a migration project. It needs your number pointed at us, your rules written down, and one week of reading the transcripts closely.
- Day 1
Point the number, connect the system
A forward or a SIP trunk, plus read access to the one system this call depends on. Nothing changes for your callers yet.
- Day 2 to 4
Write the rules down
Your allowed actions, your handoff triggers, your wording. We run the first calls against your real data with your team listening in.
- Day 5 onward
Read the transcripts
Every call is on the record. The handoff log tells you exactly which rule to loosen or tighten, and changes take effect on the next call.
Can Zimaao take this call for us?
Point your number at me, tell me what I am allowed to resolve, and I will take the next after hours call that comes in.