How do I set up Time-Based Routing?
You can activate your routing for specific time periods. This allows you to adjust your availability to match your office hours or set up call forwarding for after-work hours.
You can view your currently configured times under the time profiles as shown in the image below. To modify these times, go to Edit Routing in the routing overview and click on the Gear icon.
Now you can set the days and times for your previously configured routing. You can view the schedule either as a Table or as a Graph. In both views, you have the option to assign custom names to individual time profiles.
In the graph view, you can shift and set times with mouse clicks. If you have regular working and absence hours, you can copy schedules from one day and apply them to other days.
In the table view, simply click on the days when you want to activate the respective routing and enter the desired times.
Using the Time Profile 2 button, you can set up an additional routing option to enable different forwarding rules at specific times. This can be useful when your team members have recurring meetings or lunch breaks and calls need to be forwarded to their respective backup contacts.
Click Save to complete the process. Besides the two time profiles, there is an area called Remaining Time. This is automatically created after you set up your time profiles. Under Remaining Time, you can set up forwarding to your voicemail where you can upload a message that informs callers about your business hours outside of operating times.
If you want to completely delete your saved schedules, simply click Reset Schedule and confirm the deletion by clicking the Delete button.
In our Example Scenario (Screenshot 1), Time Profile 1 routing applies for the following times: Mon–Fri 8:00-11:59 AM and 1:01-4:00 PM. The routing for Time Profile 2 (Screenshot 2) applies Mon-Fri during lunch break from 12:00-1:00 PM. In this case, calls are forwarded to Alex Test's phone, who handles calls during lunch break. Alternatively, a voicemail can be set up. During the remaining time, calls are automatically forwarded to voicemail (Screenshot 3).