Routing and shifts
Routing on a line answers one question: who does a call to this number ring right now? The flow type is the strategy; the shifts are the schedule that strategy reads.
Flow types
Section titled “Flow types”- Simple forward. Every call goes straight to the fallback number. No schedule involved.
- Shifts. Whoever the schedule says is on call. Nobody on call, the fallback answers.
Pick one under Routing and Use this flow type. With Shifts chosen, a Shifts section appears on the line. Other ways to answer a call (a backup after a missed ring, a different path by time of day) are on the roadmap; today the whole of what happens around the on-call answer is the fallback number.
Shifts
Section titled “Shifts”A shift is one person covering one window:
- Assignee. A recipient from the directory. The shift rings that recipient’s number.
- Start time and end time. The window, entered and shown in the line’s time zone.
- Enabled. An enabled shift is live; a disabled one stays on the list and is ignored by the router, which is how you keep a standing arrangement without it ringing this week.
Shifts cannot overlap: two shifts on the same line cannot both cover the same moment, and the app refuses the second with a message naming the one it collides with. That is deliberate. The router never has to choose between two people, so it never rings the wrong one.
New Shift adds one; select shifts and Delete Shift(s) removes them. The list can be filtered by assignee and by date range, and every change to it is written to the audit trail.
The line’s clock
Section titled “The line’s clock”A clock time on a line means that time where the line is, whatever zone the person typing it displays in. Someone in Brazil entering a Pacific line’s 4pm shift gets 4pm Pacific, and sees it as 4pm on that page.
The zone is the organization’s (General details) unless the line sets its own under Edit line. The shifts page says which zone it is in, and warns when your own display zone differs, because that is exactly when 4pm on that page and 4pm on your clock are different moments.
Checking a schedule
Section titled “Checking a schedule”Dry-run a call at the top of the line asks the router what it would do at a chosen time without placing a call: the quickest way to confirm that next Saturday at 2am rings the person you think it does. See Lines.
What the caller and the on-call person hear
Section titled “What the caller and the on-call person hear”That is a separate page: Call experience.