Campaigns rarely stop at closing time. Someone sees an ad at 10:45 at night, dials, and either reaches a person, waits, or hears a busy tone. Which of those happens was decided long before the call, by how buyer hours, queues and callbacks were set up.
Map the hours you actually cover
Start with a simple grid: every hour of the week, and which buyers or agents are open in it. The gaps are rarely where people expect. A team that closes at 6pm in New York has already closed at 3pm for a caller in California who is still at work.
- Give every buyer their real hours, in their own time zone.
- Mark the hours where no buyer at all is open.
- Lay your actual call arrivals over the grid.
Decide what a late call should do
There are three sensible answers, and they can differ by offer. If a buyer elsewhere is open, route there. If capacity will free up soon, hold the caller briefly with music. If nobody will be free tonight, book a callback for the morning instead of letting the call fail.
- 9pm to 11pm
- Route to the West Coast buyer group
- 11pm to 7am
- Book a callback for the next morning
- 7am to 8am
- Hold up to two minutes, then book a callback
- Result
- No late caller hears a busy tone
Illustrative setup.
Call back inside the rules
A morning callback is still an outbound call, so it has to respect the caller’s local calling hours and any state limits. Schedule it in the lead’s own time zone, not the office’s, and let it wait until the window opens.
Avortyx matches buyers by their hours as part of routing, holds callers in a queue when every buyer is busy, and can book a callback when the queue is full or the caller hangs up. State rules measure calling windows in the lead’s own time zone.
See it in your own numbers. Know where each call came from, send it to a buyer who can take it, and see what it earned.
