Call Routing
Time-Based Routing
Business hours, out-of-hours and holiday handling.
Time conditions let one number behave differently depending on when the call arrives. They are applied as routing rules, so they follow the same first-match-wins ordering.
Typical setup
- Define your opening hours per weekday
- Add an out-of-hours rule sending calls to voicemail or smart answering
- Add specific date overrides for bank holidays and closures
- Place the overrides ABOVE the weekly hours so they take precedence
Order matters. A holiday rule placed below the normal weekly-hours rule never runs, because the weekly rule matches first — a very common mistake and easy to miss until the day itself.
Time zone
Times are UK local time and follow British Summer Time automatically, so you do not need to adjust anything in March and October.
Testing
Use the routing test with a specific time to confirm holiday and out-of-hours behaviour without waiting for the date to arrive.