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Control when your agent is available and what happens outside business hours.

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Business hours

Set specific time windows when the agent accepts calls.

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Configuration

  1. Open the agent detail page
  2. Go to the Zeitplan (Schedule) section
  3. Enable the schedule toggle
  4. Add rules:
    • Days — Select weekdays (Mon-Sun)
    • Start time — When the agent starts accepting calls
    • End time — When the agent stops
You can add multiple rules for different days:

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Timezone

All schedule times use the configured timezone (default: Europe/Berlin). Set it via the API:
Days: 0 = Sunday, 1 = Monday, …, 6 = Saturday.

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Outside business hours

When a call comes in outside the scheduled hours:
  • If a backup agent is configured, the call goes to the backup
  • If no backup is set, the call is not answered

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Backup agent

Select another agent from your organization as a fallback:
  1. In the agent detail page, find Backup Agent
  2. Select an agent from the dropdown
  3. The backup agent handles calls when the primary is unavailable
The backup agent is indicated with a badge in the agent list.

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Pausing an agent

There is no separate vacation mode any more. To pause an agent, switch it off in the agent list (or set is_active: false via the Agents API); calls then go to the backup agent, if one is configured. For planned absences of your staff, use the employee status (urlaub, krank, …) — see Employee Management.