Call Routing
Time-Based Routing
Business hours, out-of-hours and holiday handling.
Opening hours let one number behave differently depending on when the call arrives. Set them in Dashboard → Business Hours. Changes apply to live calls immediately — there is nothing to publish.
Setting your hours
- Switch on "Route calls by opening hours"
- Tick the days you are open and set an open and close time for each
- Choose what happens when you are closed: voicemail, forward to another number, or a message and end the call
- Add your closures and bank holidays in the same screen
Holidays always win. A date in your closures list overrides the weekly pattern for that day, so you do not have to order anything correctly — add Christmas Day and it is closed whatever Thursday normally does.
Closures and bank holidays
Add a closure by name and date. Tick "Every year" for dates that do not move — Christmas Day, New Year’s Day — and leave it unticked for one-off closures such as a staff training day. The eight England & Wales bank holidays can be added with one click each.
Time zone
Times are evaluated in the time zone you select (Europe/London by default) and follow British Summer Time automatically, so you do not need to adjust anything in March and October.
Checking it
The Business Hours page shows an "Open now" or "Closed now" badge with the reason — the current day’s hours, or the name of the closure that applies. That badge is calculated the same way live calls are, so if it says closed, callers are getting your closed treatment.