Inbound Call Routing - Working Hours

Modified on Fri, 10 Jul at 1:44 PM

What's New

You can now choose to receive inbound calls only during your working hours. When enabled, any call that arrives outside your scheduled hours is automatically skipped and routed to the phone number's existing backup — no manual changes needed.

✓ Off by default. Nothing changes until you turn it on. During your working hours, calls ring exactly as they do today.

Where to Find It

For Yourself

Settings › My Profile

Look for the "Inbound call routing" card. Toggle on "Only ring during working hours" and select your schedule.

For Admins

Settings › My Staff › Edit › User Availability

Manage the setting on behalf of any team member directly from their staff profile.

How It Works — Routing Scenarios

Direct Calls

Calls assigned directly to you

Within hours

Call rings you as normal.

Outside hours

Call skips you entirely and routes to the phone number's existing backup.

Ring All

Multiple team members ring simultaneously

Within hours

All team members within their hours ring as normal.

Outside hours

Only the teammates outside their hours are skipped. Everyone still within hours continues to ring. If everyone is outside their hours, the call goes to the number's backup.

Call Menu (IVR)

Connect steps in a call flow

Within hours

You ring as configured in the connect step.

Outside hours

You are skipped. All other people and numbers on that step still ring. If you were the only target on the step, no one connects and the workflow continues down its normal "not connected" path.

Forwarding Numbers

When your personal phone is also a forwarding number

If your own phone is set as the phone number's forwarding number or business number, it is automatically skipped when you are outside your hours — so the call still reaches the backup instead of ringing your personal phone directly.

Additional Capabilities

Mark Yourself Off for Holidays

Date-specific overrides — no changes to your regular weekly schedule

The schedule that powers this feature supports date-specific hours that override your normal weekly availability for a single date.

To take yourself off inbound calls for a holiday or day off, add a date-specific entry with no hours. Your regular weekly schedule stays untouched.

Admin Control — Restrict Who Can Change This

Settings › My Staff › Roles and Permissions

This setting is tied to the "Manage calendars" permission. If you don't want a staff member changing their own call availability, remove that permission from their role.

When the permission is off, the "Inbound call routing" card is locked for that user and any attempt to change the setting is blocked.

This lets admins maintain full control over after-hours call routing across the entire team.

Known Limitations in This Release

⚠️

Transferred calls are not covered yet

This release applies to inbound calls for assigned users, ring all, and call menu (IVR) steps only. Support for transferred calls is planned for a future update.

⚠️

No per-user backup options yet

When a call is routed outside your hours, it follows the phone number's existing backup. Custom per-user backup destinations are not available in this release.

Safe to Enable

The setting is off by default — nothing changes until you turn it on. You can enable it, test it with a call, and turn it off again at any time without affecting your phone number's existing configuration.

Admin Tip

Set up each team member's schedule under Settings › My Staff › Edit › User Availability before enabling the feature, so call routing is accurate from the moment it goes live.