Global Business Hours and Hours for One Number

Global Business Hours and Hours for One Number

Choose a shared or number-specific schedule, edit days and time ranges, and check the open and closed SMS replies that use those hours.

In Settings → Phone Numbers → Settings → Business Hours, choose when a number is considered open. It can use the business’s global schedule or its own weekly hours. Review this schedule when setting different SMS replies for open and closed hours.

To choose where calls go during the day or after closing, use the separate Business Hours setup in Call Flow. The schedule described here does not select call destinations.

Choose the schedule for the number

1. Open Settings → Phone Numbers and confirm the location.
2. Find the intended number, click Settings and select Business Hours in Sections.
3. Choose the applicable mode below. Activating one mode turns the other off.

• Use Global Business Hours Configuration: the number follows the shared business schedule. Review the daily summary shown below the control.
• Use business hours for this number only: the number uses its own schedule. Activate this control and confirm the global option is off before editing the days.

Edit the global schedule

1. Click Configure Global Business Hours.
2. Review the days and time ranges in the Global Business Hours window. This is shared by numbers using global hours; numbers with their own hours use their separate schedules.
3. Adjust the days and ranges as explained below.
4. Click Save Global Hours to save the shared schedule, or Cancel to discard edits in the window.

Review which numbers use global hours before saving a change. If you also changed which mode the current number uses, click the number page’s Save button and reopen Business Hours to confirm the selection.

Edit hours for just one number

Activate Use business hours for this number only. Edit its weekly rows and click the main Save button. Reopen the section to confirm the saved mode and hours. Editing this schedule is for the selected number.

Set days and time ranges

1. Turn on a day that should have an open period. A day switched off is treated as closed all day.
2. Click Select time or the existing range. Under From and To, choose the hours, minutes and AM/PM. The picker requires To to be later than From.
3. Use + to add another range on the same day. For example, 9:00 AM–12:00 PM and 1:00 PM–5:00 PM leave a lunch gap between open periods.
4. Use the trash icon to remove an individual range. To close the entire day, switch the day off.
5. Review every day and save with the button for the schedule you are editing.

If the summary says Open all day, it is not showing a limited opening window. Check that this matches your intention. Do not use an empty Select time field as proof that a day is closed; use the day’s off switch. If you need a range that crosses midnight and the picker rejects it, ask Support to confirm the correct setup.

Connect the schedule to SMS replies

Under Text Messages (SMS), enable and write the responses you need. The incoming-text auto-reply and missed-call SMS reply are separate features. Each offers business-hours and out-of-business-hours message fields. Saving hours alone does not turn either reply on.

Check the result

• Confirm the location, number, selected schedule and saved days, ranges and AM/PM values.
• Confirm the business time zone with your administrator; do not assume the browser’s clock is the schedule’s reference.
• Arrange an incoming SMS test and, if enabled, a missed-call reply test using phones you control. Check the response during open hours and again during a closed period, including a split-day gap if configured.
• If the wrong reply appears, review the enabled SMS feature, both message fields and delivery results. Give Support the affected number, expected reply and test time with time zone.

To review the other controls for a line, see Manage Your Phone Numbers in Office.