Video Tutorials

Route calls during and outside business hours

P10 - 4:01

Follow Max through the actual SessionPBX portal in an isolated demo workspace.

Transcript

Business-hours routing gives callers different destinations when your office is open or closed. In Call Flows, create a flow named Office hours with an unused number. We’ll use eight hundred and one.

From the Start step, choose the plus button and add Business Hours. Open the new step’s settings with the gear button. The schedule belongs to this flow, so you can configure it for the team it serves.

Choose the office timezone first. We’ll keep Europe, London. Review the enabled days and their opening and closing times. Our starting schedule is nine until five, Monday to Friday, with Saturday and Sunday switched off.

The schedule has two branches. Use the plus beside Within Hours and add a Ring step for the daytime destination. This can be a member extension, a ring group or a queue.

Open the Ring settings and select Reception, our ring group on six hundred. Save the target. The group’s own settings control which members ring and what happens when nobody answers.

Now give the Outside Hours branch a destination. In this example, we’ll add a Voicemail step so closed-hours calls have somewhere to go. Choose a mailbox that someone on your team monitors.

Open the voicemail settings, choose Alex’s mailbox on extension one thousand, and save the change. Check the mailbox greeting and who is responsible for returning messages before sending callers here.

You can give individual days different hours. We’ll change Friday’s closing time from five to four, then save. Reopening the settings confirms that Friday now ends at sixteen hundred, while Monday to Thursday still end at seventeen hundred.

Review both branches, then choose Publish. The list now shows Office hours as Published and enabled. Reopen the flow to check that its saved schedule and destinations are the ones you intended.

Before routing public calls here, test a call during the open period and another outside it. If you use temporary hours for testing, restore the intended schedule and publish it again. Keep the office timezone in mind when checking the result.

Read the written guide, or return to the tutorial series.