Business Hours
Define operating schedules, holidays, and timezone rules for time-based call routing.
Business Hours schedules control when your phone system is "open" and "closed." By defining operating hours, you can route calls differently during business hours, after hours, weekends, and holidays — ensuring callers always hear the right message and reach the right destination.
Overview
The Business Hours page lists all configured schedules with their name, timezone, and active days. You can create multiple schedules for different departments or use cases (e.g., "Sales Hours" vs. "Support Hours").
Creating a Schedule
Navigate to PBX and select Business Hours
From the main navigation, click PBX and select Business Hours.
Click Create Schedule
Click the Create Schedule button in the top-right corner.
Name the schedule and set the timezone
Give the schedule a clear name and select the timezone it operates in.
Field Description Required Name Descriptive name (e.g., "Dubai Office Hours") Yes Timezone The timezone used to evaluate business hours (e.g., Asia/Dubai, America/New_York) Yes Define daily hours
For each day of the week, toggle it on or off and set the opening and closing times.
Example configuration:
Day Status Open Close Monday Open 09:00 18:00 Tuesday Open 09:00 18:00 Wednesday Open 09:00 18:00 Thursday Open 09:00 18:00 Friday Open 09:00 17:00 Saturday Closed — — Sunday Closed — — Add holidays (optional)
Add specific dates that override the normal schedule. On a holiday, the system treats that day as closed regardless of the weekly schedule.
Click Add Holiday, enter the date and an optional label (e.g., "New Year's Day"), and save.
Save the schedule
Click Save. The schedule is now available for use in Call Flows, IVR menus, and number routing.
Using Business Hours in Routing
Business hours schedules are used in several places:
Call Flows — Time Check Node
The Time Check node in the Call Flow editor branches routing based on a business hours schedule. You connect two outputs:
- Open branch — routes to your normal call handling (IVR, queue, extension)
- Closed branch — routes to after-hours handling (voicemail, announcement, overflow)
IVR Menus
An IVR menu can be configured to check business hours before presenting options, routing callers to an after-hours message when the office is closed.
Number Routing
When configuring a DID number's routing destination, you can apply a schedule so that the number routes to different destinations during open and closed hours.
Timezone Handling
Each schedule operates in its own timezone. This is important for organizations with offices in multiple regions.
The timezone is evaluated at the moment the call arrives. If a caller dials at 17:59 in the schedule's timezone and the office closes at 18:00, the call is treated as within business hours.
Holidays
Holidays override the weekly schedule for specific dates. When a call arrives on a holiday date, the system treats it as a closed period regardless of the day-of-week configuration.
Add holidays for the full year at the start of each year. Common holidays to include: New Year's Day, national holidays, company-specific closure dates, and any seasonal shutdowns.
Multiple Schedules
You can create as many schedules as needed. Common patterns include:
- By department — Sales has different hours than Support
- By region — Dubai office vs. London office
- By service tier — Premium clients get extended hours
Editing and Deleting Schedules
Click the edit icon on any schedule row to modify hours or holidays. Changes take effect immediately for new incoming calls.
Before deleting a schedule, check that it is not referenced by any Call Flow time-check node, IVR menu, or number routing rule. Removing a schedule that is still in use will cause those routing decisions to fail.