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Business Hours & Out-of-Hours Routing

1 min read

Business hours ensure calls are handled during working times while out-of-hours routing determines what happens when your team is unavailable. Proper setup ensures customers always receive a response, even outside office hours.

Step 1: Configure Business Hours #

  1. Go to App Launcher → WorkDial Setup → Business Hours
  2. Create a new business hours profile
  3. Define open days, times, and time zone
  4. Save your settings

Step 2: Apply Business Hours to Numbers #

  1. Go to WorkDial Setup → Numbers (Sender IDs)
  2. Select the number or queue
  3. Assign the correct business hours profile

Step 3: Configure Out-of-Hours Actions #

Options include:

  • Reply with Message: Play a custom voicemail or audio message
  • Route to Other Call Center: Forward to a backup team or number
  • Voicemail: Save recordings in Salesforce for later follow-up

Step 4: Test Your Setup #

  • Call during open hours → verify normal routing
  • Call outside open hours → confirm out-of-hours action works

Best Practices #

  • Use region-specific profiles for international teams
  • Always set a backup action to avoid unanswered calls
  • Document your process for compliance and consistency

Troubleshooting #

  • Calls ring after hours â†’ Confirm the business hours profile is applied to the number
  • Out-of-hours message not playing â†’ Check the audio file or text-to-speech setup
  • Forwarding fails â†’ Verify the target number supports Twilio voice calls

Related #

  • Country & Number Configuration
  • Offline Routing
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