⚡Quick answer:

Yes. You can add multiple availability windows to a user so they only receive routed calls during those times.

When should I use this guide?

Use it when you need a single user to receive routed calls only during specific windows—e.g., split shifts, weekend on-call coverage, or an overnight schedule—so that calls outside those windows automatically follow your fallback rules (next agent, queue, or voicemail).

What it does

Multiple time slots let you define when a specific user is eligible to receive calls (via direct extension, department/queue, or IVR routing).

Outside these windows, MyOperator skips the user and follows your fallback rules (next agent, queue, operator, or voicemail).

Prerequisites

• You can access Manage → Users and edit the target user.
• Your role includes permission to edit user availability (e.g., Admin/Manager).
• Know your account’s time zone (availability observes the account time zone).

Add additional time slots (step‑by‑step)

1. Open Manage → Users and click Edit for the user.
2. Scroll to Advance settings -> Time schedule to receive call
3. Click Add New Slab (label may vary) to create an extra slot.
4. Set Days of Week, Start Time, and End Time.
5. Repeat to add more slots as needed.
6. Click Save.

Alt text: Setting multiple call slots for users

Examples you can copy

Weekday split shift

Mon–Fri 09:30–13:30Mon–Fri 14:30–18:00

Weekend on‑call

Sat 10:00–14:00Sun 10:00–14:00

Night coverage (overnight split)

Daily 22:00–23:59Daily 00:00–06:00

Best practices & limits

• Avoid overlaps: Overlapping windows can cause unpredictable routing or double eligibility.
• Keep it simple: Fewer, clearer slots reduce maintenance and errors.
• Align with team routing: Ensure department/queue schedules and Business Hours complement user availability.
• Holidays/after‑hours: Define how calls should route on holidays; users outside their slot should have a clear fallback.
• Updates take effect after save: Some callflow changes may require a Publish in the flow editor; availability changes apply upon Save.

Verify and test

1. Place test calls inside the user’s window—confirm the user rings.
2. Place test calls outside the window—confirm the user is skipped and the call follows fallbacks.
3. Check Call Logs: path should show the user as rung (inside window) or skipped (outside window).

Success criteria: The user only receives calls during defined slots; fallback routes activate otherwise.

Troubleshooting

• User still rings outside hours: Recheck slots for overlaps or incorrect days; confirm Save was applied.
• User doesn’t ring inside hours: Ensure Call Reception = ON, user is Active, and they are assigned to the relevant department/queue.
• Overnight slot not working: Use the two‑slot split across midnight as shown above.
• Time zone mismatch: Verify account time zone; compare with expected local time.