ARK Connect (phones)
Change call routing, hunt groups and out-of-hours
How your inbound calls are routed, and how to get changes made quickly — including for a one-off closure.
Last reviewed 20 August 2026
Your inbound number usually flows through a few stages: an opening menu if you have one, then a ring group, then voicemail or an overflow destination.
- Ring group — several extensions ring together or in sequence.
- Time conditions — different routing inside and outside your opening hours, and on bank holidays.
- Overflow — where a call goes if nobody answers within a set time.
- Menu (IVR) — 'press 1 for sales'. Best kept to three or four short options.
Requesting a change
- 1Raise a ticket saying which number is affected.
- 2Describe the change as a caller would experience it: 'calls after 5pm should go to voicemail rather than ringing out'.
- 3Give a date and time for the change to take effect.
- 4For a one-off closure — training day, Christmas — give us the exact dates and the message you want callers to hear.
Give us a few working days' notice for anything involving a new recorded announcement, so there's time to record it and check how it sounds on a real call.
Still stuck?
Log it with the helpdesk and a real engineer will pick it up — or book a call if you'd rather talk it through.