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LC Phone - Inbound Call Routing by Working Hours

Learn how to route inbound calls only during scheduled working hours in GHL Customer Care, manage user availability, and handle after-hours calls automatically.

5 min read1,114 words8 explained imagesUpdated Wed, 9 Sep at 9:30 AM
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  1. What Is Inbound Call Routing by Working Hours?
  2. Key Benefits of Inbound Call Routing by Working Hours
  3. Who Can Configure Inbound Call Routing
  4. How Calls Are Routed Outside Working Hours
  5. How to Set Up Inbound Call Routing by Working Hours
  6. Configure the Setting for Your Profile
  7. Configure the Setting for a Team Member
  8. How Forwarding Numbers Are Handled
  9. Important Limitations
  10. Frequently Asked Questions
  11. Related Articles

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 GHL Customer Care handles calls received after hours.

TABLE OF CONTENTS

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.

What Is Inbound Call Routing by Working Hours? (image 1 of 8) What this shows When Only ring during working hours is enabled, any inbound call that reaches you outside the selected schedule skips you and follows the… What this shows Illustrates the "What Is Inbound Call Routing by Working Hours?" section of "LC Phone - Inbound Call Routing by Working Hours". This screenshot appears in the "What Is Inbound Call Routing by Working Hours?" section of "LC Phone - Inbound Call Routing by Working Hours". The text alongside this image reads: 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. Immediately after, the guide continues: Prevent after-hours interruptions: Stop work calls from ringing users outside their selected availability. Use existing availability schedules: Control inbound ringing with a selected schedule instead of manually changing call settings…. Image 1 of 8 What this coversWhen 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.
Buttons and menus referenced off by defaultOnly ring during working hours
Next stepPrevent after-hours interruptions: Stop work calls from ringing users outside their selected availability. Use existing availability schedules: Control inbound ringing with a selected schedule instead of manually changing call settings. Support team-based routing: Unavailable users can be skipped while other eligible users continue receiving calls in supported routing scenarios. Handle holidays and time off: Date-specific schedule entries can prevent calls from ringing users on holidays or other unavailable dates. Preserve existing backup routing: When a user is unavailable, supported calls continue through the phone number’s existing routing or backup configuration.

Key Benefits of Inbound Call Routing by Working Hours

  • Prevent after-hours interruptions: Stop work calls from ringing users outside their selected availability.
  • Use existing availability schedules: Control inbound ringing with a selected schedule instead of manually changing call settings.
  • Support team-based routing: Unavailable users can be skipped while other eligible users continue receiving calls in supported routing scenarios.
  • Handle holidays and time off: Date-specific schedule entries can prevent calls from ringing users on holidays or other unavailable dates.
  • Preserve existing backup routing: When a user is unavailable, supported calls continue through the phone number’s existing routing or backup configuration.

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. 

Who Can Configure Inbound Call Routing (image 2 of 8) What this shows Access depends on whether a user is managing their own availability or an administrator is managing availability for another team member. What this shows Illustrates the "Who Can Configure Inbound Call Routing" section of "LC Phone - Inbound Call Routing by Working Hours". This screenshot appears in the "Who Can Configure Inbound Call Routing" section of "LC Phone - Inbound Call Routing by Working Hours". The text alongside this image reads: Access depends on whether a user is managing their own availability or an administrator is managing availability for another team member. Immediately after, the guide continues: GHL Customer Care checks the selected schedule before ringing the user. The result depends on how the inbound call is routed. Image 2 of 8 What this coversAccess depends on whether a user is managing their own availability or an administrator is managing availability for another team member. Next stepGHL Customer Care checks the selected schedule before ringing the user. The result depends on how the inbound call is routed.

How Calls Are Routed Outside Working Hours

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

Routing scenarioDuring working hoursOutside working hours
Assigned user or contactThe user rings normallyUser is skipped, and call follows existing backup (Voice mail or Voice AI)
Ring AllAll eligible users ring normallyUsers outside working hours are skipped; available users continue to ring
Call Menu or IVRConfigured recipients ring normallyThe unavailable user is skipped; other recipients continue to ring
Only recipient in an IVR connect stepThe user rings normallyNo recipient is connected, and the call flow continues
Transferred callExisting transfer behavior appliesWorking-hours filtering is not currently supported

How to Set Up Inbound Call Routing by Working Hours

Selecting the correct schedule ensures GHL Customer Care 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

  1. Click on Settings.
    Step 1 of 6: Click on Settings What this shows Step 1 of 6: Click on Settings. What this shows Shows what to click for step 1 of 6 in the "Configure the Setting for Your Profile" section of "LC Phone - Inbound Call Routing by Working Hours". This screenshot accompanies step 1 of 6 in the "Configure the Setting for Your Profile" section of "LC Phone - Inbound Call Routing by Working Hours". At this point in the walkthrough you click on Settings. For context, this section explains: Click on Settings. Click on My Profile. Scroll to 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 GHL Customer Care checks before ringing you…. The next step is to click on My Profile. Step 1 of 6Image 3 of 8 What to clickClick on Settings.
    Buttons and menus referenced Settings.My Profile.Inbound call routingOnly ring during working hoursCall routing scheduleSelectschedule
    Next stepClick on My Profile.
    All 6 steps in this procedure
    1. Click on Settings. this image
    2. Click on My Profile.
    3. Scroll to the Inbound call routing card.
    4. Enable Only ring during working hours.
    5. Open the Call routing schedule dropdown.
    6. Select the schedule that defines your working hours. The selected schedule is the schedule GHL Customer Care checks before ringing you. Your choice saves automatically.
  2. Click on My Profile.
  3. Scroll to the Inbound call routing card.
  4. Enable Only ring during working hours.
  5. Open the Call routing schedule dropdown.
  6. Select the schedule that defines your working hours. The selected schedule is the schedule GHL Customer Care checks before ringing you. Your choice saves automatically.
    Step 6 of 6: Select the schedule that defines your working hours. The selected… What this shows Step 6 of 6: Select the schedule that defines your working hours. What this shows Shows what to choose for step 6 of 6 in the "Configure the Setting for Your Profile" section of "LC Phone - Inbound Call Routing by Working Hours". This animation accompanies step 6 of 6 in the "Configure the Setting for Your Profile" section of "LC Phone - Inbound Call Routing by Working Hours". At this point in the walkthrough you select the schedule that defines your working hours. The selected schedule is the schedule GHL Customer Care checks before ringing you. Your choice saves automatically. Step 6 of 6Image 4 of 8 What to chooseSelect the schedule that defines your working hours. The selected schedule is the schedule GHL Customer Care checks before ringing you. Your choice saves automatically.
    Buttons and menus referenced SelectscheduleSettings.My Profile.Inbound call routingOnly ring during working hoursCall routing schedule
    All 6 steps in this procedure
    1. Click on Settings.
    2. Click on My Profile.
    3. Scroll to the Inbound call routing card.
    4. Enable Only ring during working hours.
    5. Open the Call routing schedule dropdown.
    6. Select the schedule that defines your working hours. The selected schedule is the schedule GHL Customer Care checks before ringing you. Your choice saves automatically. this image

Configure the Setting for a Team Member

Note: The administrator or manager completing these steps must have the Manage calendars permission.
  1. Click on Settings.
    Step 1 of 8: Click on Settings What this shows Step 1 of 8: Click on Settings. What this shows Shows what to click for step 1 of 8 in the "Configure the Setting for a Team Member" section of "LC Phone - Inbound Call Routing by Working Hours". This screenshot accompanies step 1 of 8 in the "Configure the Setting for a Team Member" section of "LC Phone - Inbound Call Routing by Working Hours". At this point in the walkthrough you click on Settings. For context, this section explains: Note: The administrator or manager completing these steps must have the Manage calendars permission. The next step is to go to My Staff. Step 1 of 8Image 5 of 8 What to clickClick on Settings.
    Buttons and menus referenced Settings.Manage calendarsMy Staffedit iconUser AvailabilityInbound call routingOnly ring during working hoursSelectscheduleSave
    Next stepGo to My Staff.
    All 8 steps in this procedure
    1. Click on Settings. this image
    2. Go to My Staff.
    3. Click on the edit icon of the team member you want to update.
    4. Select User Availability.
    5. Locate the Inbound call routing card.
    6. Enable Only ring during working hours.
    7. Select the schedule that defines the team member’s working hours.
    8. Save the team member’s settings when prompted.
  2. Go to My Staff.
  3. Click on the edit icon of the team member you want to update.
    Step 3 of 8: Click on the edit icon of the team member you want to update What this shows Step 3 of 8: Click on the edit icon of the team member you want to update. What this shows Shows what to click for step 3 of 8 in the "Configure the Setting for a Team Member" section of "LC Phone - Inbound Call Routing by Working Hours". This screenshot accompanies step 3 of 8 in the "Configure the Setting for a Team Member" section of "LC Phone - Inbound Call Routing by Working Hours". At this point in the walkthrough you click on the edit icon of the team member you want to update. The next step is to select User Availability. Step 3 of 8Image 6 of 8 What to clickClick on the edit icon of the team member you want to update.
    Buttons and menus referenced edit iconManage calendarsSettings.My StaffUser AvailabilityInbound call routingOnly ring during working hoursSelectscheduleSave
    Next stepSelect User Availability.
    All 8 steps in this procedure
    1. Click on Settings.
    2. Go to My Staff.
    3. Click on the edit icon of the team member you want to update. this image
    4. Select User Availability.
    5. Locate the Inbound call routing card.
    6. Enable Only ring during working hours.
    7. Select the schedule that defines the team member’s working hours.
    8. Save the team member’s settings when prompted.
  4. Select User Availability.
  5. Locate the Inbound call routing card.
  6. Enable Only ring during working hours.
  7. Select the schedule that defines the team member’s working hours.
  8. Save the team member’s settings when prompted.
    Step 8 of 8: Save the team member’s settings when prompted What this shows Step 8 of 8: Save the team member’s settings when prompted. What this shows Shows how to confirm for step 8 of 8 in the "Configure the Setting for a Team Member" section of "LC Phone - Inbound Call Routing by Working Hours". This animation accompanies step 8 of 8 in the "Configure the Setting for a Team Member" section of "LC Phone - Inbound Call Routing by Working Hours". At this point in the walkthrough you save the team member’s settings when prompted. Step 8 of 8Image 7 of 8 How to confirmSave the team member’s settings when prompted.
    Buttons and menus referenced SaveManage calendarsSettings.My Staffedit iconUser AvailabilityInbound call routingOnly ring during working hoursSelectschedule
    All 8 steps in this procedure
    1. Click on Settings.
    2. Go to My Staff.
    3. Click on the edit icon of the team member you want to update.
    4. Select User Availability.
    5. Locate the Inbound call routing card.
    6. Enable Only ring during working hours.
    7. Select the schedule that defines the team member’s working hours.
    8. Save the team member’s settings when prompted. this image

How Forwarding Numbers Are Handled


When a user's personal number matches a configured forwarding or business phone number, GHL Customer Care also skips that matching number outside the user's working hours. This prevents the user from being reached indirectly and ensures the selected schedule is respected.

How Forwarding Numbers Are Handled (image 8 of 8) What this shows When a user's personal number matches a configured forwarding or business phone number, GHL Customer Care also skips that matching number… What this shows Illustrates the "How Forwarding Numbers Are Handled" section of "LC Phone - Inbound Call Routing by Working Hours". This screenshot appears in the "How Forwarding Numbers Are Handled" section of "LC Phone - Inbound Call Routing by Working Hours". The text alongside this image reads: When a user's personal number matches a configured forwarding or business phone number, GHL Customer Care also skips that matching number outside the user's working hours. This prevents the user from being reached indirectly and ensures the selected schedule is respected. Immediately after, the guide continues: Keep the following limitations in mind when using working-hours routing. Image 8 of 8 What this coversWhen a user's personal number matches a configured forwarding or business phone number, GHL Customer Care also skips that matching number outside the user's working hours. This prevents the user from being reached indirectly and ensures the selected schedule is respected. Next stepKeep the following limitations in mind when using working-hours routing:

Important Limitations

Keep the following limitations in mind when using working-hours routing:

  • Transferred calls are not currently filtered by working hours. Existing transfer behavior applies when a call is transferred to a user.
  • Working-hours routing does not create a separate after-hours destination. Calls received outside a user's selected schedule continue through the phone number's existing routing or backup configuration.
  • The setting is user-specific. Each user who should be excluded from calls outside their availability must have the appropriate schedule selected and the setting enabled.
  • Schedule configuration matters. Weekly hours, date-specific availability, and the schedule timezone determine whether GHL Customer Care considers a user available.

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 GHL Customer Care use?
GHL Customer Care 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.

Q: Does this setting change my phone number's normal routing during working hours?
No. During the selected working hours, supported inbound calls continue through the existing routing configuration.

Q: What happens in Ring All if some team members are outside their working hours?
Users outside their selected working hours are skipped. Other eligible users can continue receiving the call.

Frequently asked questions

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.

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