After hours are from 4PM-8AM, and all day on US Holidays, Saturday, and Sunday. During these times, the office will be considered as close for the time period.
Simply put, the employees are not expected to work from the hours of 4PM-8AM. During this time, they are not working, and therefore do not have to check for email. If they do so, it is a courtesy email. All emails to an employee will sit in their email box until it is time to check their email during normal office hours.
Fax
Simply put, there will be no outgoing faxes during this time. This is because the employees are not expected to send faxes during this time. Incoming faxes are received by the telephony service provider, and will hold the fax as a .pdf file until 8AM the next business day.
Telephone
It is important to utilize an IVR since this is a realty company. There might be a need for an emergency repair, or the realty agent may be working off hours. The after hours IVR is as follows:
- General Voicemail
- Agent
- Emergency Call
- Hours, and Location
- Website Address
Selecting 1 will send the caller to the general voicemail box. This box will be checked by reception during normal hours. This will not be intended for emergency calls, but again to inquire about general information.
Selecting 2 will ring the agent’s SIP phone. This is especially important as the agent may have to show a unit to someone that works normal hours, and will not be able to see the place between 8AM-4PM. With that in mind, the SIP phone for the agent will ring allowing the agent to coordinate with the prospective tenant. When the agent is no longer seeing people, they should set their SIP Phone to DND which will send callers to the agent’s voicemail.
Selecting 3 will send the caller to a call center that would address the issue quickly and efficiently. If the call requires the attention of a particular employee, then the receptionist will call the employee after hanging up on the call. Therefore, if someone needs the toilet repaired at 2AM, the receptionist will collect the call, and then contact maintenance. The maintenance person can call the tenant back if there is additional information required. Since the maintenance person has a SIP client, they will disclose the realty company’s telephone number, and not their cellular phone number.
Selecting 4 will provide a pre-recorded message giving the office hours, and the address located at 1737-e on the second floor. They will also be informed of the public transit options that are available including the 3 bus routes to this location.
Selecting 5 will provide a spelled out URL for the caller to write down so they will know where to look. They will also be given the address of contact@fsp.homes which will send the email to a unified email box for the receptionist.