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Business Hours & Offline Routing

2 min read

Setting business hours ensures calls are only routed when your team is available. Outside business hours or when agents are offline, WorkDial can automatically forward calls, play messages, or log missed attempts — so no customer goes unanswered.

Step 1: Configure Business Hours #

  1. In Salesforce, go to App Launcher → WorkDial Setup → Business Hours.
  2. Add a new business hours entry.
    • Give it a clear name (e.g., US Sales Hours).
    • Select the timezone.
    • Define open days and open/close times.
  3. Save your business hours.

👉 Tip: Create multiple business hours if you operate across different regions.

Step 2: Apply Business Hours to Numbers/Queues #

  1. Go to WorkDial Setup → Numbers (Sender IDs).
  2. For each number or queue, assign the appropriate Business Hours profile.
    • Example: US Sales number → linked to US Sales Hours.
    • Example: Support Queue → linked to 24/7 Support Hours.

Step 3: Configure Offline Routing #

Offline routing determines what happens if a call comes in when:

  • No agents are online
  • Outside of defined business hours

Options include:

  • Forward to another number (e.g., external answering service, manager mobile).
  • Play a custom message (“Our offices are now closed. Please call back during business hours.”).
  • Route to voicemail (recording saved in Salesforce).

Step 4: Test Your Configuration #

  • Call the number outside the set hours → confirm your offline routing action occurs.
  • Have an agent mark themselves offline → verify that calls forward to backup/voicemail.

🔑 Best Practices #

  • Keep hours region-specific (e.g., separate profiles for US, EMEA, APAC).
  • Always set a backup offline rule — never leave calls without a response.
  • Document your offline process for compliance (voicemail, data retention).
  • Use queues for resilience — avoid assigning critical numbers to single users.

Troubleshooting #

  • Calls ring outside business hours → Check that the correct profile is assigned to the number.
  • Forwarding doesn’t work → Verify the forwarding number is valid in Twilio and supports voice.
  • Agents not receiving calls during hours → Confirm their status is Available in the WorkDial panel and that routing rules are set correctly.

Related #

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