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 plans (or Support Professional plans) 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 phone number
- In Admin Center, click
Channels in the sidebar, then select Talk and email > Talk. - Select the Lines tab.
- Click the number you want to set a schedule for.
- Click the Routing tab.
- 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 in the queue at the end of business hours and no agents are online, calls remain in the queue for the maximum wait time you've configured. - When you are finished, click Save changes.