Office Hours

Office-hours routing is configured inside a call flow. It is not a global workspace setting: each flow can use its own timezone, weekly schedule and open or closed destinations.

Add business hours to a call flow

1. Open Call Flows and create or edit a flow.
2. Add a Business Hours step after Start, or wherever the schedule decision should occur.
3. Open the step’s settings.
4. Choose the Timezone used to evaluate incoming calls.
5. Enable each open weekday and enter its start and end time.
6. Save the step.
7. Connect Within Hours to the normal daytime route.
8. Connect Outside Hours to an announcement, voicemail or another destination.
9. Publish the flow.

The default schedule is Monday to Friday, 09:00–17:00 in Europe/London. Review every field rather than assuming the default matches the business.

Supported timezones

The current editor offers:

• Europe/London
• Europe/Paris
• Europe/Berlin
• Europe/Dublin
• America/New_York
• America/Chicago
• America/Denver
• America/Los_Angeles
• Asia/Tokyo
• Asia/Shanghai

Choose the timezone of the office whose hours the flow represents, not the administrator’s current location.

Configure the open branch

Connect Within Hours to the route used while the office is open. Common destinations are:

• A phone menu
• A reception ring group
• A sales or support queue
• An announcement followed by a member or team

Configure the closed branch

Connect Outside Hours to a complete caller experience. For example:

Outside Hours → Announcement → Voicemail

The announcement should state that the office is closed and set an expectation for response time. Select a monitored mailbox.

Breaks and split shifts

The current editor supports one open period per enabled weekday in each Business Hours step. To model a lunch closure or a split shift, use an additional Business Hours decision in the open branch and route its matching period to the break message.

For example, the first step checks the full working day and a second step checks the lunch period. The second step’s Within Hours branch goes to a lunch announcement, while Outside Hours continues to normal call handling.

Holidays and temporary closures

There is currently no separate holiday calendar or temporary open/closed override. Plan holiday changes in advance by editing the affected call flow, publishing the closed route, and restoring the normal published route afterwards.

Keep a version containing the normal schedule so it can be restored quickly. Record the change in your operational calendar and have another administrator verify it.

Test office-hours routing

Test both branches before launch. For a controlled test:

1. Save the intended schedule in a draft or note its values.
2. Temporarily set a short time window that places the current time inside the open period.
3. Publish and place an inbound call.
4. Change the window so the current time is outside it, publish and call again.
5. Restore and publish the intended schedule.

Confirm the timezone, the audio prompt, the final destination and voicemail access in both cases.