Route numbers and business hours¶
Choose which Agent answers a phone number. Use Routing overrides to select a different destination on specific days and at specific times, such as an after-hours reception Agent.
Set the default first¶
Choose the destination that should answer whenever no override matches. Test it before adding schedules. For specialist selection after the call begins, configure an Agentic Flow.
Add an override¶
Configure destination type, destination, enabled state, weekdays, start time and end time. Windows use the number's routing timezone. Check that timezone when testing from another region or around daylight-saving changes.
Example:
| Route | Schedule | Destination |
|---|---|---|
| Default | Whenever no override matches | After-hours reception |
| Override | Monday–Friday, 09:00–17:00 | Daytime reception |
Cross-midnight windows are supported: Monday 17:00–09:00 continues into Tuesday morning. Account for that next-day portion when adding weekend rules.
Time windows with different destinations must not overlap. An override must also have a different destination from the default. If Nuvoca reports a conflict, adjust the times or destinations before saving.
Limit AI call duration¶
Use Max AI call duration to limit AI conversations on a number to 1 to 60 minutes. The initial value is 15 minutes. The limit applies to all routes for that number.
When the AI portion reaches the limit, Nuvoca plays a short goodbye and ends the call. A successfully forwarded human conference is not ended by this AI-duration limit. Leave the setting disabled if no number-level AI limit is intended.
Test boundary cases¶
- Default without an active override.
- Start and end of each enabled window.
- Cross-midnight continuation and weekend transitions.
- A disabled override.
- The configured AI-duration limit, if enabled.
If the wrong Agent answers, verify this entry route before changing the Flow's intent rules.