Routing calls based on business hours

What's my plan?

You can configure when calls are routed to available agents based on your scheduled business hours. Before you can assign a schedule to a number, you’ll need to set up the schedule. The following Zendesk plans support creating schedules:

• Suite Growth and Professional or Support Professional - supports one schedule
• Suite and Support Enterprise plans - supports multiple schedules

For help creating schedules, see see Setting your business hours and holidays.

To set routing for a Talk number

1. In Admin Center, click Channels in the sidebar, then select Talk and email > Talk.
2. Select the Lines tab.
3. Click the number you want to set a schedule for.
4. Click the Routing tab.
5. Next to the Schedule field, select a schedule from the drop-down field:
   • Business hours: Route calls to this number only within your scheduled business hours.
   • Always route calls: Always route calls to this number, regardless of your scheduled business hours.
   Note: When calls are still in the queue at the end of business hours and no agents are online, calls will remain in the queue for the maximum wait time you've configured.
6. When you are finished, click Save changes.