Time-based routing
Last updated: 2026-08-19
Time-based routing sends calls to different destinations depending on when they arrive: office hours, lunch, out of hours, and public holidays.
Set up business hours first
Business hours are defined once under System > Business Hours and reused by every call flow. Define the weekly schedule, any break periods, and the holiday list, and confirm the system time zone matches the office.
Branches produced by the Business Hours component
| Branch | When it is taken | Typical destination |
|---|---|---|
| Business hours | Inside the weekly schedule | Menu or queue |
| Break | Lunch or defined break period | Short prompt, then queue with reduced agents |
| Out of hours | Outside the schedule | Closed prompt, then voicemail |
| Holiday | Any date on the holiday list | Holiday prompt, then voicemail |
Multiple offices and time zones
Create one business-hours profile per office and evaluate them in sequence: check the first office, and if it is closed, fall through to a Condition that routes to the next region still open. This gives simple follow-the-sun coverage without duplicating menus.
Temporary overrides
For an unplanned closure, add a holiday entry for that date rather than editing the flow. The published flow picks up the change immediately and you avoid republishing.