How does CallMatrix know what time it is?

The platform uses UTC internally but converts to buyer timezones when evaluating business hours. A buyer in Los Angeles has their 9am-5pm rules evaluated in PT, automatically adjusted for daylight saving time.

Can I set different business hours for different days?

Yes. You can specify hours per day of the week: Monday-Friday 9am-6pm, Saturday 10am-2pm, Sunday closed. Each day and buyer can have different hours.

What happens if all buyers are closed?

The call routes to your fallback: a 24-hour buyer, a voicemail system, an answering service, or is simply dropped. You configure the fallback strategy.

Business Hours Routing

Routing rules that direct calls differently based on the time of day and day of week. During business hours, calls route to primary buyers; outside hours, they route to 24-hour support or voicemail.

What is Business Hours Routing?

Business hours routing is a time-based conditional rule that improves buyer satisfaction and reduces wasted calls. Many small businesses (law firms, local contractors, dental offices) only work 9am-5pm Monday-Friday. If a call arrives at 8pm, that buyer isn't available. Sending the call to them anyway results in voicemail, frustration, and a failed conversion.

Business hours routing automatically routes based on time. Here's an example:

**During business hours (Mon-Fri 9am-5pm)**: - Use auction routing among Buyer A, B, and C (all open) - Apply geographic filtering (CA buyers only)

**After hours (Mon-Fri 5pm-9am, weekends)**: - Route to a 24-hour call center or voicemail - Optionally route to a second-tier buyer (lower quality but available)

The platform evaluates business hours in the buyer's local timezone, not UTC. A California buyer's 9am is PT, not UTC. CallMatrix handles this correctly.

Business hours can be set per buyer ('Buyer A only works 9am-5pm Pacific') or per campaign ('This campaign's routing changes based on time of day'). Advanced rules might use different routing strategies at different times: high-value auction during peak hours, fallback waterfall during off-hours.

Business hours routing is essential for verticals like legal and insurance where practitioners have fixed office hours. It prevents off-hours calls from routing to closed offices and improves conversion by ensuring calls reach available people.

Related Glossary Terms

Call Routing

The automated process of directing inbound phone calls to the most appropriate recipient based on pre-configured rules, strategies, and real-time conditions. Routing decisions evaluate caller geography, IVR responses, buyer capacity, and pricing to ensure every call reaches the best possible destination.

Offer Cap

A limit on the maximum number of calls routed to a buyer within a specific time period (daily, weekly, or monthly). Once the cap is reached, the buyer no longer receives routed calls until the cap resets.

Geo-Routing

Routing rules that direct calls based on the caller's geographic location (state, region, DMA). Geo-routing ensures calls route only to buyers licensed or available in the relevant area.

Waterfall Routing

A call routing strategy that tries buyers in fixed priority order. Buyer A is the first choice; if unavailable or no-answer, the call falls through to Buyer B; then Buyer C, and so on. Waterfall ensures calls always attempt the highest-priority buyer first.

Related Features

Smart Call Routing

Four strategies, conditional rules, buyer caps, business hours — every call lands in the right hands.

Buyer Management

Daily/monthly caps, business hours, pricing, and ping-post configuration per buyer.

Campaign Management

DID assignment, routing plans, IVR linking — set up a complete call flow in minutes.

Real-Time Monitoring

Three-column live call board with SSE auto-refresh. Watch calls flow through IVR, auction, and bridging.

Frequently Asked Questions

Request a Demo

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Join hundreds of businesses who switched to CallMatrix and cut their call routing costs by 40%.

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Business Hours Routing

Routing rules that direct calls differently based on the time of day and day of week. During business hours, calls route to primary buyers; outside hours, they route to 24-hour support or voicemail.

What is Business Hours Routing?

Business hours routing automatically routes based on time. Here's an example:

**During business hours (Mon-Fri 9am-5pm)**: - Use auction routing among Buyer A, B, and C (all open) - Apply geographic filtering (CA buyers only)

**After hours (Mon-Fri 5pm-9am, weekends)**: - Route to a 24-hour call center or voicemail - Optionally route to a second-tier buyer (lower quality but available)

The platform evaluates business hours in the buyer's local timezone, not UTC. A California buyer's 9am is PT, not UTC. CallMatrix handles this correctly.

Related Glossary Terms

Call Routing

Offer Cap

Geo-Routing

Routing rules that direct calls based on the caller's geographic location (state, region, DMA). Geo-routing ensures calls route only to buyers licensed or available in the relevant area.

Waterfall Routing

Related Features

Smart Call Routing

Four strategies, conditional rules, buyer caps, business hours — every call lands in the right hands.

Buyer Management

Daily/monthly caps, business hours, pricing, and ping-post configuration per buyer.

Campaign Management

DID assignment, routing plans, IVR linking — set up a complete call flow in minutes.

Real-Time Monitoring

Three-column live call board with SSE auto-refresh. Watch calls flow through IVR, auction, and bridging.

Frequently Asked Questions

Request a Demo

Stop Leaving Revenue on the Table

Join hundreds of businesses who switched to CallMatrix and cut their call routing costs by 40%.

Request a Demo