# Telephone business hours and fallback handling

Set when a telephone number receives live calls and what callers hear or do when service is unavailable.

*Release 3.3 · admin, operator, visitor*

**Settings › Voice › Voice Numbers**

## 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

1. Set **Timezone** and the regular working schedule on **Business Hours**.
2. Use **Add** under **Unavailable Schedule** for holidays or other closures.
3. Enter **Description**, **Start Date** and **End Date (Inclusive)** for each closure.
4. Choose both unavailable actions and save the number.
5. 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

### This feature uses

- **Requires** [Voice provider accounts and telephone numbers](RTC-001.md): Inbound service needs an enabled telephone number and provider account.
- **Configured in** [Website and regional settings](ADM-004.md): The website timezone applies when the telephone number has no saved timezone.
- **Configured in** [Roles and permissions](ADM-008.md): Settings permissions control access to telephone business hours and fallback actions.
- **Works better with** [Voice queue and call offers](RTC-003.md): Open calls can wait for an eligible operator in the voice queue.
- **Works better with** [Telephone callback requests](RTC-009.md): Callback is an available no-operator action during business hours.
- **Works better with** [Voicemail messages and follow-up](RTC-010.md): Voicemail can capture calls outside hours or when no operator is available.
- **Works better with** [IVR telephone menus and execution history](RTC-011.md): Closed calls can return to their telephone menu when a usable flow is present.
- **Works better with** [Telephone music and greetings](RTC-012.md): Selected greetings explain unavailable outcomes to callers.

### Used by

- **Configures** [Voice provider accounts and telephone numbers](RTC-001.md): Each number has its own opening hours and unavailable actions.
- **Configures** [Voice queue and call offers](RTC-003.md): Number hours and no-operator actions determine whether callers enter the queue.
- **Configures** [Telephone callback requests](RTC-009.md): Callback can be selected when the number is open but no operator is available.
- **Configures** [Voicemail messages and follow-up](RTC-010.md): Voicemail can be selected outside business hours or when no operator is available.
- **Configures** [Telephone music and greetings](RTC-012.md): The selected unavailable action determines which end or fallback message plays.
- **Enhances** [IVR telephone menus and execution history](RTC-011.md): Unavailable calls can return to a usable telephone menu flow.
- **Related** [Business hours and scheduling](ADM-016.md): 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.