Opening hours
One weekly schedule and time zone for every time-dependent feature.
Opening hours are the single weekly schedule every time-dependent feature refers to. You maintain it once, and both the greeting and call transfer follow it.
Time zone
All rules apply in the time zone set here, no matter where the caller is or where you configure it from. For a German business that is Europe/Berlin, including automatic daylight saving changes.
Time zone first, hours second
Changing the time zone afterwards shifts every window you have entered. Set it before you fill in the schedule.
Weekly schedule
The schedule is made of time windows. A window covers a span of hours and the days you assign to it. Group days that share the same hours into one window rather than maintaining seven separate rows.
A typical retail schedule needs two windows:
| Window | Days | Hours |
|---|---|---|
| Weekdays | Tue, Wed, Thu, Fri | 10:00 to 18:00 |
| Saturday | Sat | 10:00 to 16:00 |
Any day not covered by a window counts as closed. Those days are listed below the schedule as Closed, in this example Monday and Sunday.
Use Add opening hours to create further windows, for instance a lunch break or a late opening on Thursdays.
What opening hours control
The weekly schedule is a data source, not a switch. It does not turn the agent off. What happens outside the hours is decided per feature:
| Feature | What opening hours control there |
|---|---|
| Greeting | Separate text inside and outside business hours |
| Calendar tools | The window in which appointments may be given at all. Each calendar can deviate. |
| Cold transfer | When a caller may be put through to a human |
| Warm transfer | The same window, shared with cold transfers |
Deviations are by design
Each of these features can override the global schedule: calendars get their own availability hours, transfers their own timetable. The schedule here is the default you deviate from — not a rigid bracket.
The agent still answers
Outside opening hours the agent still picks up. That is usually the point: callers do not reach voicemail, they leave a request that can be handled the next morning.