Telephone business hours and fallback handling
Set when a telephone number receives live calls and what callers hear or do when service is unavailable.
What it is
Business Hours controls when a telephone number is open for live calls. You can set regular hours, add unavailable dates and choose different actions for closed hours and periods when no operator can answer.
Who uses it and why
- Administrators with Settings maintain telephone hours and fallback actions.
- Operators receive calls that pass the availability and assignment checks.
- Callers hear the selected message, wait, leave voicemail or request a callback according to your setup.
Where to find it
Open Settings › Voice › Voice Numbers, edit a number and select Business Hours. Telephone hours are configured for each number.
How it works
INSIDE first checks that voice service and the number are enabled. It then checks the number's regular hours and Unavailable Schedule using the number's local time, or website time if no number timezone is set.
If the number is closed, Out Of Business Hours Action applies. The available choices are End Call, Voicemail and Push back to IVR.
If it is open but no operator can take the call, Business hours No Operator Available action applies. This can leave the caller in Queue, end the call, capture voicemail or create a callback request.
A queue being open does not mean an operator is ready to answer. Calls can remain queued until someone becomes eligible or the maximum wait time is reached.
Configure it
- Set Timezone and the regular working schedule on Business Hours.
- Use Add under Unavailable Schedule for holidays or other closures.
- Enter Description, Start Date and End Date (Inclusive) for each closure.
- Choose both unavailable actions and save the number.
- Select suitable end messages or voicemail greetings on Music & Greetings.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Timezone | Settings › Voice › Voice Numbers › Business Hours | website | Operator's timezone, or website timezone | Settings role | Sets the local time used for this number's hours and unavailable dates. Without a number timezone, website time is used. |
| Out Of Business Hours Action | Settings › Voice › Voice Numbers › Business Hours | website | End Call | Settings role | Chooses End Call, Voicemail or Push back to IVR when the number is outside its available schedule. |
| Business hours No Operator Available action | Settings › Voice › Voice Numbers › Business Hours | website | Queue | Settings role | Chooses Queue, End Call, Voicemail or Callback when the number is open but no operator can take the call. |
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Description | Settings › Voice › Voice Numbers › Business Hours | Yes | Describes an entry in Unavailable Schedule. |
| Start Date | Settings › Voice › Voice Numbers › Business Hours | Yes | Sets the first unavailable date. |
| End Date (Inclusive) | Settings › Voice › Voice Numbers › Business Hours | Yes | Sets the last unavailable date, including that whole date. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Configure telephone opening hours and unavailable actions. |
| Voice | Handle telephone conversations as an operator. |
Limits and good to know
- Unavailable date ranges cover whole dates, including both boundary dates.
- Push back to IVR needs a usable telephone menu flow and account context.
- Ending an out-of-hours call can still create a conversation record of the attempt.
- The queue's Fallback after Max Wait Time is a separate choice from the two availability actions.
Depends on and works with
View all connections as a list
This feature uses
- Website and regional settingsConfigured by
The website timezone applies when the telephone number has no saved timezone.
- Roles and permissionsConfigured by
Settings permissions control access to telephone business hours and fallback actions.
- Voice provider accounts and telephone numbersRequires
Inbound service needs an enabled telephone number and provider account.
- Voice queue and call offersEnhances
Open calls can wait for an eligible operator in the voice queue.
- Telephone callback requestsEnhances
Callback is an available no-operator action during business hours.
- Voicemail messages and follow-upEnhances
Voicemail can capture calls outside hours or when no operator is available.
- IVR telephone menus and execution historyEnhances
Closed calls can return to their telephone menu when a usable flow is present.
- Telephone music and greetingsEnhances
Selected greetings explain unavailable outcomes to callers.
Used by
- Voice provider accounts and telephone numbersConfigured by
Each number has its own opening hours and unavailable actions.
- Voice queue and call offersConfigured by
Number hours and no-operator actions determine whether callers enter the queue.
- Telephone callback requestsConfigured by
Callback can be selected when the number is open but no operator is available.
- Voicemail messages and follow-upConfigured by
Voicemail can be selected outside business hours or when no operator is available.
- IVR telephone menus and execution historyEnhances
Unavailable calls can return to a usable telephone menu flow.
- Telephone music and greetingsConfigured by
The selected unavailable action determines which end or fallback message plays.
- Business hours and schedulingRelated
Configure voice opening hours separately from messaging hours and appointment availability.
FAQ and troubleshooting
Why are calls treated as closed at the wrong time?
Check Timezone, the regular schedule and any overlapping Unavailable Schedule entries for that number.
Why do callers wait when nobody is available?
Check whether Business hours No Operator Available action is Queue. This allows waiting during opening hours even when nobody can answer immediately.
Why did an unanswered attempt appear in conversation history?
INSIDE can record an unavailable call attempt even when the chosen action ends it before an operator answers.