Business Hours & Out-of-Hours Routing

Business hours ensure calls are handled during working times while out-of-hours routing determines what happens when your team is unavailable. Proper setup ensures customers always receive a response, even outside office hours.

Step 1: Configure Business Hours #

1. Go to App Launcher → DialForce Setup → Business Hours
2. Create a new business hours profile
3. Define open days, times, and time zone
4. Save your settings

Step 2: Apply Business Hours to Numbers #

1. Go to DialForce Setup → Numbers (Sender IDs)
2. Select the number or queue
3. Assign the correct business hours profile

Step 3: Configure Out-of-Hours Actions #

Options include:

• Reply with Message: Play a custom voicemail or audio message
• Route to Other Call Center: Forward to a backup team or number
• Voicemail: Save recordings in Salesforce for later follow-up

Step 4: Test Your Setup #

• Call during open hours → verify normal routing
• Call outside open hours → confirm out-of-hours action works

Best Practices #

• Use region-specific profiles for international teams
• Always set a backup action to avoid unanswered calls
• Document your process for compliance and consistency

Troubleshooting #

• Calls ring after hours → Confirm the business hours profile is applied to the number
• Out-of-hours message not playing → Check the audio file or text-to-speech setup
• Forwarding fails → Verify the target number supports Twilio voice calls

Related #

• Country & Number Configuration
• Offline Routing