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Who uses this: Admins and Team Managers who manage Engage settings. Availability: Engage add-on · United States and Canada.
Working hours in Engage set the hours your business is available to answer customer communications on your Engage phone lines, plus what happens to a call that comes in after you close. You set a time zone, mark your hours for each day of the week, and choose where after-hours calls go. You can set one company-wide schedule and, optionally, give individual phone lines their own schedule — or make a line answer 24/7.

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Overview

Working hours answer one question: what happens to a call that comes in after you’ve closed for the day? Set them up and an after-hours caller hears the greeting you chose or gets redirected to another line instead of ringing an empty office. Engage working hours are a separate setting from the working hours on your FieldPulse schedule — configure Engage working hours inside Engage settings. When someone calls outside your working hours, the After-Hours Greeting determines what they hear. You choose one of three options:

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Before you begin

  • Confirm Engage is enabled on your account. Engage is available in the United States and Canada; to enable it, email support@fieldpulse.com or use the chat feature in the bottom right corner of your screen. See Engage Overview.
  • Confirm your role can manage Engage settings — Assignment Users and Limited Agents cannot use Engage. See Engage User Roles Details.
  • To use an audio recording as your after-hours greeting, record or upload it first under the Audio Samples tab. See Setting Up Audio Samples.

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Step-by-step setup

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Set up company-wide working hours

Company-wide working hours are your company’s global schedule — every Engage line follows it unless you give that line its own schedule.
  1. Go to Engage Settings by selecting the gear icon. The Engage top navigation bar with the settings gear icon circled
  2. Select the Working Hours tab from the menu on the left, then toggle Working Hours on. Engage Settings with the Working Hours tab circled in the left menu and the Working Hours toggle switched on
  3. Set your Time Zone — it sets the local time your weekly schedule follows. The Time Zone dropdown circled in the Working Hours settings, with helper text explaining it sets the local time the weekly schedule follows
  4. Under After-Hours Greeting, choose what happens when someone calls outside your working hours — Text to Speech, Redirect To, or Audio Recording — and configure the message, forwarding target, or audio sample. The Overview table above describes each option.
    The After-Hours Greeting dropdown set to Text to Speech, with the Greeting Message box for typing what callers hear
    The After-Hours Greeting dropdown set to Redirect To, with the Forward To dropdown and a phone number field below it
    The After-Hours Greeting dropdown set to Audio Recording
  5. Under Weekly Schedule, set your hours for each day of the week. The Weekly Schedule listing each day of the week with an on/off toggle and start and end time dropdowns
  6. Select Save.

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Set up working hours for one phone line

Each phone line can run its own call-handling schedule instead of following the single company-wide one — so each team or department can keep different hours.
  1. Go to Engage Settings and open the Phone Lines tab.
  2. Select the line you want to manage.
  3. Scroll down to Advanced Settings and open the Custom Working Hours dropdown. The Custom Working Hours dropdown under a phone line's Advanced Settings, open to show the 24/7 line, Custom Working Hours Schedule, and Disabled options
  4. Choose one of the three options:
  5. Save your changes.
Your setup is working when a test call placed after your set hours gets the after-hours behavior you chose — the text-to-speech message, the redirect, or the recorded greeting.