For the office managing the rota
Your on-call schedule tells Penny whose phone to ring tonight.
Two techs sharing nights, a weekend crew phone, or a list of on-call vendors: put the rotation in Penny’s schedule. When a caller needs your team, Penny tries the contact covering that shift with the request and callback details ready. Your rules decide which calls need a transfer and which become messages.
Included on Pro
14 days of Pro, including 100 phone minutes and 300 website conversations. No credit card.
01
Write down the rotation your team has agreed to cover
Choose the day, hours, timezone, and person responsible. Review overnight shifts that cross midnight.
A Wednesday night call follows Wednesday night’s contact. When two people trade a shift, edit the schedule and test the new number. On Pro, each location can keep its own on-call schedule, so the right office gets the call.
| Day | Office hours | Evening | Overnight |
|---|---|---|---|
| Monday | Office | On-call A | On-call B |
| Tuesday | Office | On-call B | On-call A |
| Wednesday | Office | On-call A | On-call B |
| Thursday | Office | On-call B | On-call A |
| Friday | Office | On-call A | On-call B |
| Saturday | On-call B | On-call B | On-call A |
| Sunday | On-call A | On-call A | On-call B |
02
A warm transfer gives the technician the intake first
With announce on, the person answering hears a short summary of the call and the caller’s number before Penny connects them. Turn on press 1 so a person, not a voicemail, takes the call.
A blind transfer passes the call directly to the destination. Use it for an office queue or another line that already has its own intake process. The transfer destination and style are in Settings → Calls; Announce is the option for the introduction before connection.
03
A missed transfer becomes a message in your inbox
If nobody picks up, Penny comes back on the line, takes the caller’s message, and emails it to you. The call record shows the attempt so the office can see what needs attention.
Give callers the next step your business has approved.
04
Each location can keep its own night contact
Multiple locations come with Pro. Give each location its own Penny number, service area and on-call schedule, then make a test call to each location’s number. Urgent rules are shared, so every location gives callers the same safety instruction.
A connected transfer reaches the person on shift. The arrival time still comes from your team’s job schedule; how close a caller is does not tell you when a truck will arrive.
Keep contact details current through the next handover
Send setup or plan questions to support@pennyassistant.com.
Yes. Use the number the person covering the shift will answer. A property manager can name the on-call plumber for nights and a vendor for weekends, with the property and unit collected before the handoff.
Give Penny a call before you forward yours.
Try the HVAC demo, then set up Penny for your business. Your account starts with 14 days of Pro, including 100 phone minutes and 300 website conversations; Free keeps your website chat after the trial.
14 days of Pro, including 100 phone minutes and 300 website conversations. No credit card.