Purpose and location
Route calls by business hours, timezone, breaks, holidays and manual overrides.
Open Call management → Time Conditions. The available controls depend on the active edition, module entitlement, role and tenant scope.
Before you start
Write down the current source and destination path before editing it. Keep a registered test extension, a rollback destination and Calls & Reports open for validation.
Capture the current value or export the affected records before a bulk or routing change. This gives the operator a precise comparison point and makes a supported transaction undo easier to assess.
Step-by-step workflow
Complete the steps in order. Do not combine an initial configuration with unrelated cleanup; small, attributable changes are easier to test and reverse.
- Select the tenant timezone.
- Define weekly hours and exception dates.
- Choose matched and unmatched destinations.
- Test a normal day, boundary minute and holiday.
Field reference
Use the reference below while completing the form. Fields hidden by edition, module entitlement or role are intentionally unavailable to the signed-in user.
- Timezone
- IANA timezone used to evaluate all rules.
- Schedule
- Day and local-time ranges.
- Holiday/exception
- Date override with optional custom destination.
- Matched destination
- Endpoint used while the condition is true.
- Unmatched destination
- Endpoint used outside the schedule.
- Manual override
- Temporary forced open/closed state with audit history.
Acceptance checks
A saved record is only the beginning of validation. Run every relevant check below and retain the call-session ID, time and result when telephony is involved.
- Preview the current result in the selected timezone.
- Test one open minute, one closed minute and an exception date.
- Enable and remove a manual override and verify both actions appear in audit history.
Common mistakes and safe recovery
If a check fails, stop adding changes. Restore the previous value or use a supported transaction undo, regenerate PBX configuration, then repeat the smallest failing test.
- Do not encode local clock times in UTC; daylight-saving changes are evaluated from the selected IANA timezone.
- Every condition needs both matched and unmatched destinations to avoid a dead end.
What to include in a support case
Provide the tenant, module and object name, local time with timezone, expected result, observed result and the most recent successful state. For a call problem, include the logical call-session ID and the redacted SIP/SDP text diagnostic before requesting PCAP.
Never paste passwords, private keys, raw license payloads or unredacted customer media into a ticket. Use the one-time diagnostic grant and attachment controls when support requests additional evidence.