Routing calls based on business hours

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  • Benedikt Badke


    Is it possible to have two different numbers which are working separately on different timetables in Zendesk Talk? (One number on working hours and the other one for the support 24/7)

    Thank you for your help!

  • Dane
    Zendesk Engineering
    Hi Benedict,
    Yes it's possible. 
    For the first Line, you'll need to set a Schedule in the routing option. For the second Line, you'll just have to select "Always route calls".

    Hope this helps!
  • Nico V


    To my understanding, the option Dane suggested, requires two different phone number.

    Whereas, I would like to set from the same phone number, the IVR to teams with different work hours.
    1> team A
    2> team B

    team A works on work hours. When it is closed, the customer received the callback option.
    team B works 24/7.

    Is it possible or I must use 2 different phone numbers?

    Thank you!


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