Routing by working hours

Routing by working hours lets each team member get inbound calls only during their scheduled hours. When the setting is on, a call that arrives outside your selected schedule skips you and follows the phone number's existing backup, such as voicemail or Voice AI. During working hours, calls ring as they always have. The setting is off by default.

For an HVAC tech or salon owner who uses the mobile app, this keeps work calls from ringing after hours, on weekends or on days off, with no changes to device settings.

How to turn it on

• Go to Settings, then My Profile, and find the Inbound call routing card. Admins can set this for a team member under My Staff, then User Availability.
• Turn on Only ring during working hours.
• Choose the schedule that defines your working hours. Your choice saves automatically.

Changing this setting requires the Manage calendars permission. Admins can remove that permission from a role to keep control of after-hours routing.

How calls are handled outside hours

• Assigned user or contact: the call skips the user and goes to the number's backup.
• Ring all: only teammates outside their hours are skipped. Teammates who are available still ring.
• Call menu (IVR): the unavailable user is skipped, and others on that step still ring.
• Your personal number is skipped along with you only when it is used as the forwarding number for a number assigned to you or as the business number.

For holidays or time off, add a date-specific entry with no available hours to your schedule. It replaces your weekly hours for that date only. Working-hours routing does not apply to transferred calls yet.