Build around the working day
Set schedules with the appropriate time zone. Keep the hours aligned with the people who actually answer calls for that campaign.
Business hours & fallback routing
Your call route should know when you're open.
Use schedules and fallback handling to match incoming calls with the team's availability.
Call handling · Built for US call workflowsBusiness hours & fallback routing
- Call timeTuesday · 10 a.m.
- ScheduleService desk open
- RouteRing service desk
Connect to the scheduled team.
The example call arrives during the team's working hours and proceeds to its receiving number.
Business hours & fallback routing
- Call timeTuesday · 8 p.m.
- ScheduleService desk closed
- RouteConfigured after-hours path
Follow the out-of-hours path.
The same campaign uses its configured handling when the usual team is outside scheduled hours.
Business hours & fallback routing
- Call timeTuesday · 10 a.m.
- First attemptNo answer
- Next stepConfigured fallback destination
Review the next attempt.
If a receiving destination does not answer, the route can continue according to the fallback rules you set.
Explore the steps above. Sample details show the workflow, not a live account.
Call handling
What changes in your day.
The same destination may work at ten in the morning and fail at ten at night. Plan how calls should be handled across opening hours and unanswered attempts so a campaign does not rely on one number always being available.
Plan the unanswered attempt
Choose how your route proceeds when a destination cannot take a call. A fallback is a planned next step, not a guarantee that someone will answer.
Investigate gaps in coverage
Use the call timeline and unanswered-call alerts to find recurring problems. Compare the actual call times with the hours and receiving numbers you configured.
From setup to review
Put it to work.
- 01
Set the schedule
Choose the hours and time zone that apply to the call workflow.
- 02
Choose fallback handling
Decide what should happen when the usual destination is unavailable.
- 03
Test both situations
Check a normal-hours call and an out-of-hours or unanswered path.
A closer look
Useful answers before you start.
Explore the workflow above, then bring your own requirements to an early-access conversation.
Does this provide a 24/7 answering service?
No. Schedules and fallback routing control where a call goes. You still need an available receiving team or service to answer it.
What should I check after changing hours?
Test the route, confirm the time zone, and review calls around opening and closing times. The people answering should know when their number is expected to ring.
Meet your next growth tool
Let’s connect the dots on your calls.
Get an early look at Lead Source, built for the way your business handles calls.