What is a Routing Schedule?

Example: You might route calls to a receptionist during business hours, a voicemail after hours, and to a holiday message on specific dates.

Creating a New Schedule

1. From the main menu on the left, navigate to: "UC Admin" → "Call Flow" → "Schedules"

2. Select “+ Add Schedule” in the upper-right corner.

3. Complete the form with the following required information:

1. Assigned Account: Select the account this schedule belongs to. This field only appears if you have not already selected an account from the main dropdown at the top right of the page.
2. Label: Enter a name used for internal identification (e.g., "Main Office Hours").
   
3. Extension Number: Assign a 3-7 digit extension number that the system will use to identify this schedule for call routing purposes.

 

4. Select “Add” in the lower-right to create the schedule.

5. Once the Schedule is created, you’ll be redirected to a page where you can further customize it (refer to Step 4 in the Management section below).

Note: A Routing Schedule can be created without an extension, but it will not be functional until an extension is assigned.

Managing and Customizing Schedules

1. From the main menu on the left, navigate to: "UC Admin" → "Call Flow" → "Schedules"

3. From the list of existing scheduled, select the name of the schedule you wish to edit to open it's settings.

4. You'll have access to several configuration tabs:

1. General
   
1. Edit the label, description, notes, extension number, and dialing address (unique number that can be dialed from anywhere in the platform by any phone or extension)
2. Set the correct timezone
   
3. Define a default destination if no rules are matched (e.g., voicemail or receptionist)
   
4. Add a webhook for real-time integration with external systems

1. Weekly Rules
   
1. Add new rules via the “Add New” button in the top-right or by selecting anywhere on the calendar
   
1. Example: Route calls to reception Mon–Fri, 9 AM–5 PM; route to voicemail outside of those hours.
   
2. Drag and drop to visually build a weekly schedule
   
   
   
   
   
   
   
3. Select any existing time block to edit or adjust details (e.g., days/times, destination)
   
   
   
   
   
   
   
2. One-Time Rules
   
1. Used for exceptions to your regular schedule, such as holidays, early closures, or special events
   
2. Add a new rule by:
   
1. Selecting on a date in the calendar view
   
2. Selecting “Add New” in the upper-right corner
   
   
   
   
   
   
   
3. Edit or delete any active one-time rule by selecting it
   
4. Switch between Month, Week, or Day views for easier scheduling
   
   
   
3. Automatic Holidays
   
1. Save time by enabling pre-configured holidays (e.g., New Year’s Day, Independence Day)
   
2. You can choose to activate or deactivate specific holidays as needed
   
3. Helps avoid manual entry of common closures
   
   
   
   
   
   
   
4. Dependency Tree
   
1. Visual representation of where and how the schedule fits into your larger call flow
   
2. Great for troubleshooting and understanding call routing logic at a glance
   

Be sure to click “Update” at the bottom of the screen to save your changes before navigating away.