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Call routing

Time-based routing

Send calls to the right place based on time of day, weekday, or your opening hours.

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A call that arrives at 11 pm on a public holiday deserves a different response than one that comes in on a Tuesday morning. Time-based routing handles that automatically: the system checks a schedule, decides which path applies, and routes the call accordingly, without anyone on your team needing to do anything.

In Voxbi, this works through a combination of schedules and call flow steps. You define a schedule (office hours, a holiday list, a seasonal closure) and then add a Check Schedule step to your call flow. During the matching window the call goes one way; at all other times it goes another. The two paths are completely independent, so you can send in-hours callers to a queue while directing after-hours callers to a message, a voicemail, or a different number.

When you'd use time-based routing

  • A business that closes at 18:00 on weekdays and wants callers outside those hours to hear a clear message and leave a voicemail, rather than ringing into an empty room.

  • A company with regional public holidays that differ by country: separate holiday schedules mean each team's number behaves correctly for its own calendar.

  • A team that runs reduced hours on weekends and needs calls handled differently on Saturday and Sunday without building a separate call flow for each day.

How time-based routing works in Voxbi

  1. Create a schedule

    In the Cockpit, go to Schedules and build a named schedule. Add rules using any combination of the four rule types: days of the week with start and end times, fixed one-off dates, recurring annual dates (for regular holidays), and specific multi-day periods for closures or company leave.

  2. Add a Check Schedule step to your call flow

    Open the call flow that handles your number, insert a Check Schedule step, and point it at the schedule you just created. The step branches into two paths: Match and No match.

  3. Configure each path

    In the Match branch, connect the steps that should handle in-hours calls: ring a queue, ring a group, or continue to an IVR. In the No match branch, add a Playback step for an after-hours message, then route to voicemail or end the call.

  4. Test at different times

    Save the flow and verify it by calling the number or using the Cockpit's change log to confirm the configuration is correct before it goes live.

Frequently asked questions

Can I use more than one schedule in the same call flow?

Yes. You can chain multiple Check Schedule steps within a single call flow. A common pattern is to check for public holidays first, then check for regular office hours, so that holiday routing takes priority even if the day falls within normal working days.

What is the difference between fixed dates and recurring dates in a schedule?

Fixed dates apply once, to a specific day in a specific year. Recurring dates apply every year on the same day and month, which makes them the right choice for national holidays that fall on the same calendar date annually. One-off closures belong in fixed dates; standing holidays belong in recurring dates.

What happens to callers on the boundary between match and no-match?

The check runs at the moment the call reaches the Check Schedule step. If a call arrives at exactly 18:00 and the schedule ends at 18:00, the outcome depends on whether the end time is inclusive. The safe practice is to set your schedule end time one minute after your intended close time and test the boundary before it matters.

Can one schedule be used in multiple call flows?

Yes. A single schedule can be referenced by as many call flows as you need, and the Usage tab on each schedule shows every call flow that points to it. If you need to update your office hours, you change the schedule once and all flows that reference it update automatically.

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