Skip to main content
In the current sidebar, this area is labeled Schedules. Schedules are reusable time windows with weekly hours, holiday overrides, and timezone settings. Use schedules to control when outbound campaigns can place calls, when phone-number routing rules are active, when agent tools are available, and when other time-based rules should apply. Access: Open Schedules from the main sidebar.

​
Creating Schedules

Click Create Schedule to open the creation dialog. Enter a name and click Create. New schedules are created with defaults:
  • Timezone: Europe/Vienna
  • Monday–Friday: 09:00–17:00 (active)
  • Saturday–Sunday: Closed
After creation, you’re taken to the full editor to customize the schedule.

​
Editing a Schedule

The editor has three sections: basic settings, weekly schedule, and date overrides.

​
Basic Settings

​
Weekly Schedule

Configure active hours for each day of the week (Monday through Sunday):
  • Toggle each day on or off — disabled days show as “Closed”
  • Start time / End time — Set the calling window in HH:MM format (24-hour)
  • Multiple time slots — Add additional time windows per day (e.g., 09:00–12:00 and 14:00–18:00)
The platform validates time slots to ensure end times are after start times and slots do not overlap. Common configurations:

​
Date Overrides

Add exceptions for holidays, company events, or maintenance windows. Click Add Override to open the override dialog: Overrides appear as color-coded badges: red for closed dates, green for special open hours. Click any badge to edit, or click the X to remove it.
For recurring holidays, enable Repeat every year so you don’t have to re-add them each year. The override will apply on the same month and day annually.

​
Assigning Schedules

Schedules can be assigned in multiple places: outbound campaigns, phone-number routing rules, and agent tools in Expert mode. In some campaign screens, the field may still be labeled Business Hours.

​
Outbound Campaigns

  1. Open a campaign in the campaign editor
  2. Open the Settings tab and find the Business Hours field
  3. Select a schedule from the dropdown
  4. Leave empty for 24/7 operation (no time restrictions)
The campaign will only place calls during the configured hours in the schedule’s timezone. Changes take effect immediately for all campaigns using that schedule.

​
Phone-Number Routing

Use schedules in phone-number routing when different agents should handle calls during different time windows.
  1. Open Telephony → Phone Numbers
  2. Open the routing settings for a phone number
  3. Add a routing rule
  4. Choose a schedule and target agent
Routing rules are checked in order. If no schedule rule matches, the phone number uses its fallback agent.

​
Agent Tools

Use schedules in the agent editor when a tool should only be available during specific hours.
  1. Open an agent and go to Tools
  2. Switch to Expert mode
  3. Add or edit a tool
  4. Set Active hours to a schedule
If no schedule is selected, the tool is Always active. This is useful for transfers, bookings, custom actions, and other tools that should only run during support, sales, or on-call windows.

​
Duplicating a Schedule

Click Duplicate from the actions menu to clone a schedule. The copy includes all weekly time windows and date overrides. You can optionally rename the copy. This is useful when you need a similar schedule with minor adjustments — for example, the same weekly hours but different holiday overrides for a different country.

​
Best Practices

After your first 50–100 calls, review the campaign Dashboard and Analytics tabs to see which hours produce the most human answers. If your view includes a heatmap, use it to spot the strongest windows quickly.
If voicemail rates exceed 60% during certain hours, people in those windows are likely busy or unavailable. Narrow your calling window to avoid them.
Name schedules descriptively (e.g., “DACH Standard”, “US East Coast”, “Weekend Support”) so your team can easily reuse the right schedule across campaigns, routing rules, and agent tools.
Configure recurring overrides for public holidays relevant to your target region. This prevents calls on days when answer rates will be poor and customers may be annoyed.

​
Next Steps

Campaign Launch

Create your first outbound campaign

Phone Numbers

Use schedules for phone-number routing rules

Tools Overview

Restrict tools to active hours from the agent editor

Compliance Guide

Review calling regulations for DACH, EU, US, and more