Business Hours determine when your contact center is considered open to receive incoming calls.
Calls that arrive outside of business hours are either redirected to voicemail or ended with a custom message, based on your configuration.

What Are Business Hours?

Business Hours are configured using a Work Schedule — a predefined set of working days and hours aligned to a specific time zone.

Each work schedule includes:

• A selected Time Zone
• Working hours for each day of the week (e.g., Monday to Friday, 9 AM – 6 PM)
• Optional off days (e.g., weekends or public holidays, if configured)

How It Works

When a call is received:

• During Business Hours:
  The call is routed through the normal flow — queued, notified to agents, etc.

• Outside Business Hours:
  • If voicemail is enabled, the caller is directed to leave a voicemail.
  • If voicemail is disabled, a custom message is played and the call is ended.

This ensures that callers have a clear experience even when your team is unavailable.

Configuring Business Hours

• Create a Work Schedule
  • Go to the Work Schedules section in your automate settings.
  • Select the relevant time zone.
  • Define the working hours for each day of the week.

• Assign Business Hours to a Phone Number
  • Navigate to Phone Settings.
  • Select the desired phone number.
  • Under the Business Hours section, choose the applicable Work Schedule.

Each phone number can have its own business hours configuration based on your operational needs.

Best Practices

• Ensure your voicemail settings and custom messages are configured correctly to handle after-hours calls gracefully.
• Review your time zone selection to make sure it's accurate for your support region.
• Use different work schedules for different regions if you're handling calls across multiple time zones.