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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:
RuleDaysStartEnd
1Mon - Fri08:0018:00
2Sat09:0014:00

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Timezone

All schedule times use the configured timezone (default: Europe/Berlin). Set it via the API: 
{
  "schedule": {
    "timezone": "Europe/Berlin",
    "rules": [
      { "days": [1,2,3,4,5], "start_time": "09:00", "end_time": "17:00" }
    ]
  }
}
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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Vacation mode

Temporarily disable an agent without changing its schedule.

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Settings

SettingDescription
Vacation modeToggle on/off
End dateWhen vacation mode auto-disables (optional)
Notdienst (Emergency service)Keep handling emergency calls during vacation

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How it works

  1. Enable vacation mode — Agent stops accepting regular calls
  2. Set an end date (optional) — Vacation mode auto-disables at this time
  3. Enable Notdienst — Agent still handles calls from employees marked with notdienst status
If a backup agent is configured, it handles calls while vacation mode is active.

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Via API

# Enable vacation with auto-disable and emergency service
curl -X PATCH -H "X-API-Key: $TP_KEY" -H "Content-Type: application/json" \
  -d '{
    "vacation_mode": true,
    "vacation_end": "2026-04-01T00:00:00Z",
    "vacation_notdienst": true
  }' \
  "$TP_BASE/agents/{agentId}"