Do our hosts and servers still need to answer the phone sometimes, or does Voksha take over completely?

Yes, most restaurants configure Voksha to work alongside staff rather than replace them entirely. The common setup is conditional forwarding: your host stand phone rings first, and if nobody picks up within a few rings, which happens constantly during a rush when the host is seating a party of 8 or running food, the call rolls to Voksha instead of voicemail. Staff can still answer every call they're free to take, Voksha only steps in for the calls that would otherwise go unanswered or hit voicemail.

Some restaurants go the other direction and route everything to Voksha first, especially smaller operations without a dedicated host, or restaurants that want consistent handling of takeout orders, accurate item names, correct totals, no mishearing a modification during a rush. In that setup, Voksha can still transfer a call live to a manager or host for anything that needs a human, a VIP guest asking for the owner, a complaint, or a large private event inquiry that needs real-time back-and-forth about pricing and menu customization.

Either configuration is a setting you control, not a fixed behavior, and you can change it seasonally. A lot of restaurants run staff-first coverage, with Voksha only handling overflow, during slower months and flip to full AI coverage with urgent calls transferred to staff during the holiday season when the phone genuinely doesn't stop.