Time-based routing and availability
Time-based routing lets you control how calls are handled based on the time of day, day of week, and holidays. Define your business hours so calls during open hours route to a queue or menu, while after-hours calls go to voicemail or a different greeting. This ensures callers always get an appropriate experience regardless of when they call.
Overview
Time-based routing uses two building blocks: timeframes and time routers.
A timeframe defines a reusable time window -- for example, "Monday through Friday, 9:00 AM to 5:00 PM Eastern."
A time router is a routing rule that checks the current time against one or more timeframes and routes the call to the matching destination. If no timeframe matches, the call goes to a default route.
You create timeframes first, then reference them in time routers. A single timeframe can be used by multiple time routers.
Managing timeframes
Timeframes are reusable definitions of when something applies. They're managed in the Timeframes section of Calls > Settings > Availability.
Creating a timeframe
Navigate to Calls > Settings > Availability.
In the Timeframes section, select Add Timeframe.
Enter a descriptive Name (e.g., "Business Hours" or "Weekend Hours").
Select a Timezone. Available timezones include:
US: Eastern, Central, Mountain, Pacific, Alaska, Hawaii
Europe: London, Dublin, Lisbon, Paris, Berlin, Rome, Madrid, Amsterdam, Brussels, Vienna, Zurich, Athens, Bucharest, Helsinki, Stockholm, Copenhagen, Oslo, Warsaw, Prague, Budapest, Sofia, Istanbul
Add one or more time range configurations (described below).
Select Save.
Configuring time ranges
Each timeframe can have multiple time range rows. Each row defines when the timeframe is active using any combination of:
Field | Description |
|---|---|
Start Day of Week | The first day the range applies (e.g., Monday) |
End Day of Week | The last day the range applies (e.g., Friday) |
Start Date | A specific start date (for date-bound ranges like holidays) |
End Date | A specific end date |
Start Time | The time the range begins (e.g., 9:00 AM) |
End Time | The time the range ends (e.g., 5:00 PM) |
All fields are optional. If no time is specified, the range covers the entire day ("All Day"). If no days are specified, the range applies every day.
The timeframe display summarizes each row: for example, "Monday - Friday, 9:00 AM - 5:00 PM ET" or "Saturday, All Day."
Create separate timeframes for each distinct schedule -- "Weekday Business Hours," "Saturday Hours," "Holiday Closure." This makes them easier to reuse and maintain.
Managing time routers
Time routers are the routing rules that use timeframes to make decisions. They're managed in the Time Routers section of Calls > Settings > Availability.
Creating a time router
In the Time Routers section, select Add Time Router.
Enter a Name (e.g., "Main Line Hours" or "Support Hours").
Add one or more route options, each pairing a timeframe with a routing destination.
Configure the Default Route for when no timeframe matches.
Select Save.
Route options
Each route option pairs a timeframe with a destination:
Timeframe -- select one of your defined timeframes
Route -- choose where to send the call when this timeframe is active (queue, agent, menu, voicemail, or another time router)
You can add multiple route options to handle different time windows. The system evaluates them in order and routes to the first matching timeframe.
Default route
The default route handles calls when no timeframe matches -- typically after hours, weekends, or any time not covered by your route options. Common default destinations include:
A voicemail mailbox for after-hours messages
An after-hours IVR menu with limited options
An overflow queue staffed by a different team
Common patterns
Business hours with after-hours voicemail
The most common time-based routing setup:
Create a timeframe called "Business Hours" -- Monday through Friday, 8:00 AM to 5:00 PM.
Create a time router with one route option: during "Business Hours," route to your main queue.
Set the default route to a voicemail mailbox (or an after-hours greeting).
Assign the time router to your phone number under Calls > Settings > Numbers.
Weekend routing to a different queue
Create a timeframe called "Weekend" -- Saturday and Sunday, all day.
Add a route option to your time router: during "Weekend," route to a weekend support queue.
The default route handles any remaining gaps.
Holiday closures with a custom greeting
Create a timeframe for each holiday -- set the specific date (e.g., December 25) with no time range (all day).
Add route options for each holiday at the top of your time router, pointing to a voicemail or an IVR menu with a holiday greeting.
Because route options are evaluated in order, holiday matches take priority over regular business hours.
Holiday timeframes with specific dates take priority when they match. Place holiday route options before regular business hours routes in your time router to ensure holidays are checked first.
Chaining time-based rules
A time router's route option can point to another time router, enabling layered logic. For example, a "Regional Hours" time router might check the caller's destination and route to different time routers for East Coast and West Coast business hours.
Connecting to phone numbers
After creating a time router, assign it to one or more phone numbers:
Navigate to Calls > Settings > Numbers.
Select Edit on the phone number.
In the Route dropdown, select the time router.
Select Save.
Calls to this number now check your time-based rules before routing.
Editing and deleting
Editing
Select a timeframe or time router from the list to open its edit dialog. Changes take effect immediately on save.
Deleting
To delete a timeframe, ensure no time routers reference it. To delete a time router, ensure no phone numbers or other routing rules reference it. If references exist, update them before deleting.
Related pages
Phone numbers -- assign time-based rules to inbound numbers
Call queues -- route calls to agent groups during business hours
IVR menus -- combine menus with time-based routing
Voicemail -- configure after-hours voicemail destinations