Contents of this Article
General Overview
This guide explains how to set specific business hours and time zones for your different locations. This is particularly helpful for multi-location businesses, as it allows you to manage and understand when calls are received during and after business hours.
Setting Business Hours for a Single Destination
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From the left navigation menu, select Campaigns and then Manage Campaigns.
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In the Manage Campaigns window, open the campaign your destinations are linked to.
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On the Campaign Overview page, click the Destinations tab.
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Find the destination number you want to update. To open the edit menu, click the three-dot icon to the right of the destination and select Edit.
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Under the Hours section, select Set Business Hours.
Note: By default, the destination will be set to "Use Default Settings from the Campaign," which uses the hours you set at the campaign level. -
Use the drop-down menus to set the open and close times for each day of the week.
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To add a break (like a lunch break), click the plus icon next to the closing time for that day. This creates a second time slot, allowing you to set a split schedule (e.g., 9:00 a.m. to noon, and then 1:00 p.m. to 5:00 p.m.).
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Select the correct time zone for this specific destination from the drop-down menu.
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Click Save.
Updating your Hours of Operations in Bulk
You can also update the hours for multiple destinations at once.
Note: Calls to destinations with specific hours of operation will follow those hours. If no hours are set for a destination, it will default to the hours set at the campaign level.
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From the Active Destination screen, click the checkboxes next to the destinations you want to update.
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Click the Edit Hours of Operation button.
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Set the desired business hours for all the chosen locations, and select the Time Zone.
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Click Save to apply the changes.
View Destination Hours in your Reports
After updating your destination hours, you can additionally view and filter dashboards per the operations hours you've previously set (i.e., during active business hours or after hours).
The reports will show three additional fields: Call Start Time Destination, Destination Time Zone, and During Hours. This ensures you see accurate call times for each location, regardless of time zone differences.
