25th of June, 2026

Inbound call routing by working hours

You can now choose to receive inbound calls only during your working hours. Turn on "Only ring during working hours" from your profile, pick the schedule that defines your availability, and any inbound call that arrives outside those hours will skip you automatically and go to the phone number's existing backup.

The setting is off by default, so nothing changes until you turn it on. During your working hours, calls ring you exactly as they do today.

Where to find it:

• Settings > My Profile, in the "Inbound call routing" card.

• Admins can also manage it for team members under Settings > My Staff > Edit > User Availability.

How it works:

• Direct calls: if you are assigned and outside your hours, the call skips you and goes to the number's backup.
• Ring all: only teammates outside their hours are skipped. Everyone still within hours rings as normal. If everyone is outside hours, the call goes to the number's backup.
• Call menu (IVR): if a connect step is set up to ring you and you are outside your hours, you are skipped while the other people and numbers on that step still ring. If you were the only target, that step connects no one and the workflow continues on its normal "not connected" path.
• Forwarding numbers are respected: if your own phone is also set as the phone number's forwarding number or business number, it is automatically skipped too when you are outside your hours, so the call still goes to the backup instead of reaching you.

Mark yourself off for holidays: the schedule that powers this feature supports date-specific hours, which override your normal weekly hours for a single date. Add a date-specific day with no hours to take yourself off inbound calls for a holiday or a day off, without touching your regular weekly schedule.

For admins, control who can change this: this setting is tied to the "Manage calendars" permission. If you do not want a staff member changing their own call availability, remove the "Manage calendars" permission from their role under Settings > My Staff > Roles and Permissions. When that permission is off, the "Inbound call routing" card cannot be used for that user and any attempt to change the setting is blocked. This lets you keep control of after-hours call routing for your team.

Known limitations in this release:

• Transfers are not covered yet. This release applies to inbound calls to assigned users, ring all, and call menu (IVR) steps. Transferred calls are planned for a future update.
• No per-user backup options yet. Calls outside your hours follow the phone number's existing backup.