Inbound call routing by working hours

/in

25th June 2026

Inbound Call Routing by Working Hours

You can now opt to receive inbound calls only during your working hours.
Activate “Only ring during working hours” from your profile, select the schedule that defines your availability,
and any inbound calls that arrive outside these hours will automatically skip you,
directing to the phone number’s existing backup.

image

This setting is off by default, so no changes will occur until you enable it.
During your working hours, calls will ring as they do currently.

  • Settings > My Profile, in the “Inbound Call Routing” card.
image
  • Admins can also manage this for team members under Settings > My Staff > Edit > User Availability.
image
  • Direct Calls: If you are assigned and outside your hours, the call will skip you and go to the number’s backup.
  • Ring All: Only teammates outside their hours are skipped. Those still within hours will ring as normal. If everyone is outside their hours, the call goes to the number’s backup.
  • Call Menu (IVR): If a connect step is set to ring you and you are outside your hours, you will be skipped, while other people and numbers on that step still ring. If you were the only target, that step connects no one, and the workflow continues on its normal “not connected” path.
  • Forwarding Numbers: If your own phone is set as the phone number’s forwarding number or business number, it will also be automatically skipped when you are outside your hours, ensuring the call goes to the backup instead of reaching you.
image

Mark Yourself Off for Holidays:
The schedule that powers this feature supports date-specific hours,
which override your normal weekly hours for a single date.
You can add a date-specific day with no hours to remove yourself from inbound calls for a holiday or day off,
without altering your regular weekly schedule.

For admins, you can control who can change this setting; it is linked to the “Manage Calendars” permission.
If you do not want a staff member to modify their own call availability,
simply remove the “Manage Calendars” permission from their role under Settings > My Staff > Roles and Permissions.
When this permission is disabled, the “Inbound Call Routing” card will not be usable for that user,
and attempts to change the setting will be blocked. This helps you maintain control over after-hours call routing for your team.

Known Limitations in This Release:

  • Transfers are not included yet. This release applies to inbound calls to assigned users, ring all, and call menu (IVR) steps. Transferred calls are planned for a future update.
  • No per-user backup options are available yet. Calls outside your hours will follow the phone number’s existing backup.