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Overview

A schedule is a reusable calendar that answers one question: is this open at a given moment? Endpoints reference a schedule to decide whether to dial their destination or fall back. Each team starts with a seeded Business default schedule (Mon–Fri 09:00–17:00 in the team timezone, all Australian states’ public holidays excluded). You can edit it, duplicate it, or create new schedules — for example “Showroom hours” or “Steve weekly”.

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Fields

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Weekly Hours

Set open windows per weekday (Monday–Sunday). A day can have multiple windows — for example 09:00–12:00 and 13:00–17:00 to model a lunch break. Removing all windows from a day marks it closed.

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Presets

The Presets menu beside Weekly hours fills the week with a common shape in one click (it is shown to users who can manage routing): Outside business hours and Invert current hours are meant for after-hours endpoints. If Exclude public holidays is on, choosing either one also switches it off, and the editor tells you: “Public holidays are now treated as open, so an after-hours schedule covers them.” That way an after-hours line stays open on a public holiday, when the business is closed. A preset only changes the editor. Nothing is kept until you click Save, so you can adjust individual days first.

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Public Holidays

Turn on Exclude public holidays and select the states that apply to this schedule. On a public holiday in any selected state, the schedule reports closed for that day. National holidays apply across all states.

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Date Overrides

Date overrides handle one-off exceptions for a specific date:
  • Closed — the schedule is closed that day (e.g. a training day or office closure).
  • Custom hours — the day uses the override’s windows instead of the usual weekly hours (e.g. 09:00–13:00 on Christmas Eve).
Each override is a date (YYYY-MM-DD) with an optional reason.

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7-Day Preview

The editor shows the next 7 days of open windows in the schedule’s timezone, marking closed days, public holidays, and date overrides — so you can confirm the schedule behaves as expected, including across daylight-saving transitions.

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Inheritance

Endpoints do not have to reference a schedule directly. When an endpoint has no explicit schedule, it inherits one in this order:
  1. The endpoint’s own schedule (if set)
  2. The endpoint’s department default schedule
  3. The endpoint’s location default schedule
  4. The team’s default schedule
Each schedule is self-contained — changing the team default never alters a schedule that was set explicitly elsewhere.

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Next Steps