CRM Phone - Inbound Call Routing by Working Hours

What Is Inbound Call Routing by Working Hours?

Inbound Call Routing by Working Hours is a feature that ensures calls only ring users during their designated availability periods. When enabled, calls received outside these hours bypass the user and follow the phone number's backup handling—such as voicemail or an automated system—without requiring manual adjustments to device settings or app installations.

Note: This setting is disabled by default and must be activated to take effect.

Who Can Configure Inbound Call Routing?

Users can configure their own availability settings, while administrators or managers with the appropriate permissions can set up routing for team members.

How Calls Are Routed Outside Working Hours

Before ringing a user, the CRM checks the selected schedule. If the current time falls outside the defined working hours, the user is skipped, and the call proceeds according to the phone number's backup configuration. During working hours, calls ring as usual.

Routing Scenarios

• Assigned User or Contact: Rings normally during working hours; skipped outside hours, with call following backup handling.
• Ring All: All eligible users ring during working hours; users outside availability are skipped, while available users ring.
• Call Menu or IVR: Configured recipients ring normally; unavailable users are skipped, and others continue to ring.
• Only Recipient in an IVR Connect Step: Rings during working hours; if outside hours, no recipient is connected, and the call flow continues.
• Transferred Call: Existing transfer behavior applies; working-hours filtering is not supported for transferred calls.

How to Set Up Inbound Call Routing by Working Hours

Selecting an accurate schedule is crucial for proper routing. Verify the schedule's weekly hours, date-specific entries, and timezone before enabling.

Configure the Setting for Your Profile

1. Navigate to Settings.
2. Click on My Profile.
3. Scroll to the Inbound call routing card.
4. Enable the Only ring during working hours toggle.
5. Open the Call routing schedule dropdown and select the schedule defining your working hours.
6. Your selection saves automatically.

Configure the Setting for a Team Member

Note: The administrator or manager must have the Manage calendars permission.

1. Go to Settings.
2. Select My Staff.
3. Click the edit icon next to the team member you wish to update.
4. Choose User Availability.
5. Locate the Inbound call routing card.
6. Enable Only ring during working hours.
7. Select the schedule for the team member's working hours.
8. Save the settings when prompted.

How Forwarding Numbers Are Handled

The CRM ensures users cannot be reached indirectly via forwarding numbers when outside working hours. If your personal number is set as a forwarding number for an assigned phone number or as the business number, no extra setup is needed. Outside your working hours, the CRM skips the forwarding number and directs the call to the phone number's backup.

Frequently Asked Questions

Will anything change if the setting is left off?

No. The setting is off by default, and call routing remains unchanged until enabled.

Which schedule does the CRM use?

The CRM uses the schedule selected from the Call routing schedule dropdown, which can be changed at any time.

How can I stop calls from ringing on a holiday?

Add a date-specific entry with no available hours for that date to the selected schedule. This overrides the normal weekly hours.

Does working-hours routing apply to transferred calls?

Not currently. This feature applies to inbound calls routed to assigned users, Ring All, and call menu or IVR steps. Transferred calls are not supported.

Can I route after-hours calls to a specific teammate or my personal voicemail?

Not in this version. Calls outside working hours follow the phone number's existing backup.

Why do calls still reach me after hours after enabling the setting?

Confirm the correct schedule is selected, the current time is outside that schedule, the timezone is accurate, and the toggle is enabled for the right user profile. For holidays, ensure the date-specific entry has no available hours.