Overview
Set business hours for call centers in Phones Pro to define when your support team is available to help customers. During hours that you have set as open, calls route to your Open Hours routing, and during closed hours, your calls route to your Closed Hours routing.
Who uses this feature
Administrators
Applies to all business types
Feature configuration
To get started with Phones Pro, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager.
Things to know
You can set up to four blocks of open hours per day.
You can choose the hours during which CSRs receive calls. These hours are called split business hours.
Split business hours aren't available for holiday hours.
When you receive a call outside your business hours, the system forwards calls to available customer support representatives (CSRs), or the system automatically plays a message notifying customers.
Set business hours for call centers
Set the hours for your call centers in Phones Pro:
Go to the top toolbar and click Phones Pro > Settings.
Click View Dialpad Settings.
In the side menu, click Settings > Call Centers.
Note: If you have more than one call center, make sure you click the one you want to set business hours for.
Click Business Hours & Call Routing. The section expands.
Select the Only during specific hours option.
Under Business Hours, click Edit hours for the day you want to set business hours for.
Note: You can duplicate business hours for multiple days.
In the Edit hours pop-up, enter your business availability:
Set the availability for the specific day by clicking the toggle.
Set the open and closed time for a time range of availability.
Note: Click Add hours to create an additional time range. You can set up to four time ranges.
Select any additional days you want to apply these availability settings to.
When you're finished, click Update.
Your changes are automatically saved. You can close the screen when you're done.
Set business hours for CSRs
You can set the business hours for individual CSRs if you want a specific CSR to handle calls during separate hours:
Go to the navigation bar and click your profile icon in the right corner.
From the dropdown, click Launch Phones Pro. The Dialpad screen opens in a new tab.
In Dialpad, go to Your Settings.
Click Call Handling & Voicemail. The section expands.
In the Personal Working Hours section, click Edit hours for the day you want to set working hours for.
Note: You can duplicate working hours for multiple days.
In the Edit hours pop-up, enter your business availability:
Set the availability for the specific day by clicking the Available toggle.
Set the Start and End time for a time range of availability.
Note: Click Add hours to create an additional time range. You can set up to four time ranges.
Select any additional days you want to apply these availability settings to.
When you're finished, click Update.
Want to learn more?
See Phones Pro