Configure your business hours to set company rules for recieving calls. Choose how to route calls that come in during off-hours, and set business hour exceptions for holidays and special occasions.
User Level:
Admin
Configure Business Hours
Per Company Settings (Global)
Company settings for business hours apply to all phone numbers by default. If you configure business hours for a particular number in the Numbers tab, these settings will not apply to that number.
Setup
From the dashboard:
Navigate to Account > Settings.
Go to the Business Hours tab.
Toggle on Business hours to start setting rules and exceptions.
Save changes when done.
Per Number
Separate business hour rules can be set for specific phone numbers. This is useful in cases where a number belongs to a company branch in a different country or timezone which needs unique working hours and holidays defined.
Setting up business hours for a particular phone number means rules for the whole company will no longer apply to the number, as this specific rule will override global rules.
Setup
To configure business hours per phone number:
Navigate to the Numbers tab from our dashboard.
Select the edit icon next to a number.
Switch to the Business Hours tab.
Toggle on Business hours. Add rules and exceptions as necessary for the number.
Save changes.
Video Demo
This video features our legacy dashboard and demonstrates how call flow designer is used to configure unique business hours per number.
Business Hour Settings
Holidays
Holidays are organized by country. For company level business hour settings, the country holidays displayed depend on the Default country code selected in Account > General > Basic settings. For number level business hour settings, these countries will match the country the selected number is registered in.
Supported countries A-Z: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Iceland, Ireland, Israel, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Russia, Serbia, Slovakia, Slovenia, Spain, Sweden, Ukraine, the United Kingdom, and the United States (federal holidays only).
Type
This setting decides what happens to calls that come in during a time or date not within the set business hours.
Redirect to number: Callers are redirected to an external number.
Voicemail: Callers are sent to voicemail to leave a message.
Play sound: Callers hear a recorded, "Please call back later" style message.
Play sound and Voicemail: Callers hear a recorded message and are then sent to voicemail.
Depending on which option is selected, you will then need to specify an external number, agent voicemail, and / or recorded sound.
Your Business Hours (setting)
In this section, you can add multiple rules to define the hours of operation for your call center. When using business hours, you must add at least one rule here.
Exceptions
Exceptions are designed for irregular rules, or interruptions to normal business hours. These can be used for holidays not covered by the Holidays setting, or any other time business hours will change from the normal operating hours.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!