Table of contents
- Forward incoming calls based on your working hours
- Where to find the new option
- How it works
- Set your holidays
- Control for administrators
- Known limitations in this release
Forward incoming calls based on your working hours
From today you can choose to take incoming calls only during your working hours. Turn on the "Ring only during working hours" option in your profile, pick the calendar that defines your availability, and any call arriving outside those hours will automatically skip you and be forwarded to the phone number's existing backup.
The setting is switched off by default, so nothing changes until you decide to turn it on. During your working hours, calls will be forwarded to you exactly as they are today.
Where to find the new option
- Go to Settings > My profile, in the "Incoming call forwarding" section.
- Administrators can manage this setting for team members from Settings > My staff > Edit > User availability.
How it works
- Direct calls: if a call is assigned to you but you are outside your hours, you are skipped and the call goes to the number's backup.
- Ring everyone: only the team members who are outside their hours get skipped. Everyone still within working hours receives the call as normal. If everyone is outside their hours, the call is forwarded to the number's backup.
- Call menu (IVR): if a step is configured to ring you and you are outside your hours, you are skipped, while the other people and numbers in that step still ring. If you were the only recipient, that step will not connect anyone and the workflow carries on down its usual "not connected" path.
- Forwarding numbers respected: if your personal phone is also set as a forwarding number or a business number, it is automatically skipped when you are outside your hours, so the call still goes to the backup instead of reaching you.
Set your holidays
The calendar that drives this feature supports date-specific hours, which override your usual weekly schedule for a single day. Add a specific date with no hours to take yourself out of incoming calls for a holiday or a day off, without touching your weekly calendar.
Control for administrators
This setting is tied to the "Manage calendars" permission. If you do not want a member of staff to change their own phone availability, remove the "Manage calendars" permission from their role in Settings > My staff > Roles and permissions.
When that permission is switched off, the "Incoming call forwarding" section cannot be used by that user and any attempt to change it will be blocked. This lets you keep control over out-of-hours call routing for your team.
Known limitations in this release
- Call transfers are not covered yet. This feature applies to incoming calls to assigned users, to the "ring everyone" function and to call menu (IVR) steps. Call transfers are planned for a future update.
- There are no per-user backup options yet. Calls outside your working hours follow the phone number's existing backup.
