Update support phone routing to match on-call schedule
Update support phone routing to match on-call schedule
Your support phone routing flips at fixed hours without staff context, sending calls to the wrong queue and delaying responses. Align voice routing with shifts so calls reach the right team same day.
Overview
When voice routing doesn't follow your shift roster, customers reach the wrong team and SLAs suffer. This flow keeps default phone groups aligned with on-call hours so calls reach staffed teams during peak windows.