Phone System · 1 min read
Inbound Call Routing by Working Hours
What it does
Only ring during working hours checks a user's availability schedule before ringing them. Outside those hours, the user is skipped and the call continues to the next route. The setting is off by default.
How calls are routed outside working hours
| Routing | During working hours | Outside working hours | | --- | --- | --- | | Assigned user or contact owner | The user rings | The user is skipped and the call goes to the number's backup (voicemail or Voice AI) | | Ring all | All eligible users ring | Users outside hours are skipped; available users still ring | | Call menu or IVR | Recipients ring | The unavailable user is skipped; others still ring | | Only recipient in an IVR connect step | The user rings | Nobody is connected and the call flow continues | | Transferred call | Normal transfer | Working-hours filtering isn't applied |
Set it up for yourself
- Go to Settings → My Profile.
- Find the Inbound call routing card.
- Turn on Only ring during working hours.
- Select the call routing schedule (the availability schedule to follow).
- Save.
Admins can set this for other users from Settings → My Staff.
Tips
- Check the schedule's weekly hours and time zone before turning it on.
- Make sure each number has a backup, such as voicemail or Voice AI, for after-hours calls.