Schedules: route calls by business hours

A schedule sends a number's calls to different places by day and time. For example, Monday to Friday from 9 AM to 5 PM, calls ring your front desk. Any time the schedule doesn't cover goes to the number's Go To, so after-hours calls can reach voicemail or an after-hours menu.

Owners, managers and admins manage schedules in Manage › Schedules.

Make a schedule

1. Go to Manage › Schedules and click New Schedule.
2. In Add Schedule, type a Title, like "Business hours", and click Confirm. The schedule opens.
3. Click Add Route. A new row appears. If its fields aren't open, click the arrow at the start of the row.
4. Fill in the route:
   • Start time and End time
   • Destination: where calls go during these hours. Pick from Users, Teams, IVRs (menus), Voicemail or Features.
   • Week Days: pick at least one day.
5. Click Update.
6. Add more routes the same way, like a shorter day on Saturday.

A route can't run past midnight: its End time can't be earlier than its Start time. Leave the night to the number's Go To.

Apply a schedule to a number

A schedule does nothing until a number uses it.

1. Go to Manage › Phones and click the number.
2. Open the Route & settings tab.
3. In Schedule, pick your schedule.
4. In Go To, pick where calls go when no route covers the time: voicemail, an after-hours menu, or a person.
5. Click Save Settings.

Each number uses one schedule. Several numbers can share it. To stop using a schedule, pick (none).

How Tonet picks where a call goes

When a call comes in, Tonet checks in this order:

1. A calendar event happening now, if the number uses it
2. The schedule: the first route that covers this day and time
3. Go To

If two routes overlap, the one higher in the list wins.

Schedule times follow your account's time zone. Owners and managers set it in Manage › Account, on the General tab, under Time Zone.

Example: business hours

A front desk open weekdays 9 to 5 and Saturday mornings.

Routes in a schedule called "Business hours":

On the main number: Schedule is "Business hours" and Go To is an after-hours menu.

Calls in open hours ring the front desk team. Every other hour, including nights and Sundays, goes to the after-hours menu. For holidays, add a calendar event.

See your week

Use View at the top:

• Week View draws each route on the week, with its times and destination. Pick a schedule in Schedule. Click a block to edit that schedule. On a small screen, it shows one day.
• List View lists your schedules with how many routes each has, and Edit Schedule and Delete Schedule buttons.

Change a schedule

• Rename it: change Schedule Name and click Update.
• Change a route: click the arrow at the start of its row, make your changes, and click Update.
• Remove a route: open it and click Delete Route.

Delete a schedule

1. Open the schedule and click Remove Schedule. In List View, click Delete Schedule.
2. If numbers still use it, Tonet lists them. On each number, pick another schedule or (none), then click Check again.
3. Click Delete schedule.

This can't be undone.

Next step

• Holidays and closures: the Calendar
• Build an after-hours menu
• After-hours greeting scripts