LC Phone - Inbound Call Routing by Working Hours

Modified on: Wed, 22 Jul, 2026 at 5:30 AM

Inbound Call Routing by Working Hours helps prevent work calls from ringing outside a user’s scheduled availability. This article explains how the feature works, how to configure it for yourself or a team member, and how HighLevel handles calls received after hours.

TABLE OF CONTENTS

What Is Inbound Call Routing by Working Hours?
Who Can Configure Inbound Call Routing
How Calls Are Routed Outside Working Hours
How to Set Up Inbound Call Routing by Working Hours
- Configure the Setting for Your Profile
- Configure the Setting for a Team Member
How Forwarding Numbers Are Handled
Frequently Asked Questions
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What Is Inbound Call Routing by Working Hours?

Note: The setting is off by default. Nothing changes until you turn it on.

Inbound Call Routing by Working Hours uses a selected availability schedule to determine whether an inbound call should ring a user. This helps prevent work calls from reaching users after hours, on weekends, during holidays, or while they are away without requiring them to change device settings or uninstall the mobile app.

When Only ring during working hours is enabled, any inbound call that reaches you outside the selected schedule skips you and follows the phone number’s existing backup handling. During your working hours, calls ring exactly as they do today.

Who Can Configure Inbound Call Routing

Access depends on whether a user is managing their own availability or an administrator is managing availability for another team member.

How Calls Are Routed Outside Working Hours

HighLevel checks the selected schedule before ringing the user. The result depends on how the inbound call is routed.

Routing scenario	During working hours	Outside working hours
Assigned user or contact	The user rings normally	The user is skipped, and the call follows the phone number’s existing backup (Voice mail or Voice AI)
Ring All	All eligible users ring normally	Users outside working hours are skipped; available users continue to ring
Call Menu or IVR	Configured recipients ring normally	The unavailable user is skipped; other recipients continue to ring
Only recipient in an IVR connect step	The user rings normally	No recipient is connected, and the call flow continues
Transferred call	Existing transfer behavior applies	Working-hours filtering is not currently supported

How to Set Up Inbound Call Routing by Working Hours

Selecting the correct schedule ensures HighLevel can accurately determine when you should receive inbound calls. Confirm the schedule’s weekly hours, date-specific entries, and timezone before relying on it for after-hours routing.

Configure the Setting for Your Profile

Click on Settings.
Click on My Profile.
Scroll too the Inbound call routing card.
Enable Only ring during working hours.
Open the Call routing schedule dropdown.
Select the schedule that defines your working hours. The selected schedule is the schedule HighLevel checks before ringing you. Your choice saves automatically.

Configure the Setting for a Team Member

Note: The administrator or manager completing these steps must have the Manage calendars permission.

Click on Settings.
Go to My Staff.
Click on the edit icon of the team member you want to update.
Select User Availability.
Locate the Inbound call routing card.
Enable Only ring during working hours.
Select the schedule that defines the team member’s working hours.
Save the team member’s settings when prompted.

How Forwarding Numbers Are Handled

HighLevel prevents a user from being reached indirectly through a matching forwarding number when that user is outside working hours. This ensures the selected schedule is respected throughout the routing flow.

When your personal phone number is also configured as the forwarding number for a phone number assigned to you, or as the business phone number, no additional setup is required. Outside your working hours, HighLevel automatically skips that forwarding number along with you and sends the call to the phone number’s existing backup.

Frequently Asked Questions

Q: Will anything change when the setting is left off?
No. The setting is off by default, and call routing remains unchanged until it is enabled.

Q: Which schedule does HighLevel use?
HighLevel uses the schedule selected from the Call routing schedule dropdown. You can change the selected schedule at any time.

Q: How can I stop calls from ringing on a holiday?
Add a date-specific entry with no available hours for that date to the selected schedule. The date-specific entry overrides the normal weekly hours for that day.

Q: Does working-hours routing apply to transferred calls?
Not yet. This release applies to inbound calls routed to assigned users, Ring All, and call menu or IVR steps. Transferred calls are not currently supported.

Q: Can I route after-hours calls to a specific teammate or my personal voicemail?
Not in this version. Calls received outside your working hours follow the phone number’s existing backup.

Q: Why do calls still reach me after hours after I enabled the setting?
Confirm that the correct schedule is selected, the current time falls outside that schedule, and the schedule’s timezone is correct. Also verify that the toggle is enabled for the correct user profile. When testing a holiday or day off, confirm that the date-specific entry has no available hours.