Service Titan Knowledge Base

Set personal working hours in Phones Pro: recommended workflowLast updated on 03/09/2022

Personal working hours is a feature within Dialpad that allows a user to have a specific set of hours to receive calls. When outside these hours we can choose where the call routes when missed by that user or when the call is within these hours but the user is busy and unable to answer.


Things to know

  • Each user has their own personal working hours.

  • Calls can be routed incorrectly because of personal working hours.

  • Personal working hours sending calls to voicemail places the voicemail in the users inbox not the offices. 


Workflows

Set personal working hours

  1. In Dialpad, select your settings on the left.

  2. Scroll down and select Call Handling & Voicemail.

  3. After clicking on this scroll down and you will find call handling and advanced missed call routing. These options determine what happens when you are busy or not available for a call. In call handling we have the options to Place the call on call waiting, play a busy tone, or utilize the advanced missed call routing options. In the advanced missed call routing options we have the option to set the call to go directly to voicemail, to a pre-recorded message, go to a team member, room phone, or outside phone number, or route to call to an office, department, or call center that exists within the company.

  4. Under personal working hours we have the option to set the user to always take calls 24/7 or only during specific hours. When only during specific hours are selected we see Monday through Sunday and the option to edit the existing hours.

  5. When editing the hours the first option we see is a toggle asking are you available this day. If you are available you can set the hours here and apply the changes to multiple days with the boxes below the hours. Be sure to click update to save.



Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.