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Iain11
June 24, 2025
Accepted

Different schedules for different options on the IVR

Related products:Voice
  • June 24, 2025
  • 4 replies
  • 57 views

I manage 3 teams who are contactable using 1 number. 

Each team has it's own option on the IVR.

2 of the teams have identical business hours.

The other team has different business hours.

 

I have been advised that it is not possible to set a different schedule to their IVR option which seems to be a fairly basic request. Can this be looked at in development.

      4 replies

      Emily Reidy
      Emily ReidyProduct Manager
      Product Manager
      June 24, 2025
      Hey Iain,
       
      Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
      Ferran Barneda
      Ferran BarnedaProduct Manager
      Product Manager
      June 25, 2025

      Hi @iain11 ,

       

      Thank you for posting in our community.

       

      When you have a single phone number using an IVR with three selectable options, the ability to configure a schedule is currently limited to the phone number level. 

       

      If you need different business hours for a specific IVR option, we recommend using the overflow option. In this setup, when customers call and no agents are available, the system will automatically overflow the call to the number you have configured. This new number can also have its own IVR, allowing you to set up custom greetings and options as needed.

       

      Please note that this solution may increase your costs, as it will require an additional call leg.

       

      We will add your request to configure multiple schedules per number to our backlog for future consideration.

       

      I hope this helps.

       

      Thanks,  
      Ferran

      marco_zerbini
      marco_zerbini
      Community Expert
      July 2, 2026

      any news on this?? ​@Ferran12 

      Marco
      Martin Holmes
      Martin HolmesProduct Manager
      Product Manager
      July 15, 2026

      Hi ​@marco_zerbini, 

      Unfortunately we have not had the capacity to work on this issue in the past year. 

      We will keep in under consideration for the future. 

      Thanks! 

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