The Lines & Scheduling tab controls which phone lines an AloAi Voice Agent works on and when it is allowed to work. From this tab you assign the agent’s lines, set the line it calls from, decide whether it can call international numbers, and set its working hours, holiday availability, and the timezone its calling window follows. This article covers each setting.
[MERGED: Replaces “Configure lines and scheduling for an AloAI Voice agent” (15874554). Unpublish that article after this one is published.]
Assigning lines to the agent
An agent needs at least one assigned line to take live calls. You can assign a line while creating the agent in Guided Agent Setup, or later. See [link: Creating an AloAi Voice Agent].
To assign a line to an existing agent:
Go to AloAi Agents and open the agent.
Click + Add line and choose the line.
If the line is already assigned to another agent, you are asked to confirm the reassignment. All lines assigned to the agent are listed in one place.
You can also assign an agent from the line’s settings:
Go to the Lines menu, find the line, and click Settings.
Open the Routing & IVR tab.
Under Who should handle incoming messages, turn on An AloAi Agent.
Select the agent from the dropdown.
To confirm the setup, place a test call to the line.
[VERIFY: Confirm that + Add line is on the voice agent’s Lines & Scheduling tab.]
For more ways to assign lines, including to a newly created line, see Assigning inbound lines to an AloAi Agent.
Default outbound line
Default outbound line sets which line the agent dials from. Select one option:
Select the last line used by agent keeps dialing from the line already in use. Use it when the agent continues a conversation a person started, such as a warm handoff.
Select the default outbound line for this agent always dials from the agent’s configured default line. Use it when the agent starts its own outbound calls.
Each option shows short guidance in the tab to help you choose.
International calling
The International Engagement setting controls whether the agent can contact international phone numbers. Turn on Allow this agent to contact international phone numbers to allow it. It is off by default for new agents.
The setting is per agent, so you can allow international calls for one agent without changing others. It applies only to AloAi agents. Your team’s own lines are not affected.
When the setting is off:
An attempt to call an international number is blocked, shows an error message explaining the restriction, and is logged for review.
Domestic calls continue as usual.
If you turn the setting on later, the call can be retried or the contact re-enrolled.
[VERIFY: Confirm whether International Engagement appears for outbound agents only, and whether blocking also applies to texts.]
Working hours and holidays
Working hours set when the agent is active. If you do not set hours, the agent works 24/7. Setting hours keeps the agent from contacting customers when your team is not available to follow up.
US national holidays turns the agent’s availability on or off on those days, so it can match your holiday schedule.
Timezone for the calling window
For outbound agents, choose which timezone the calling window is measured against:
Account timezone measures the window against your account’s timezone. A 9am to 6pm window means 9am to 6pm where your account is based. This is the default.
Contact timezone measures the window against each contact’s local time. A 9am to 6pm window means 9am to 6pm where the contact is.
If a contact’s timezone cannot be determined, the agent uses your account’s timezone for that contact. Helper text next to the selector explains each option.
To set it:
Open the outbound agent and go to the Lines & Scheduling tab.
Set the calling window, for example 9am to 6pm.
Choose Account timezone or Contact timezone.
The setting is stored per agent and applies from the agent’s next call. Changing it on one agent does not affect other agents.
For example, an account based in Eastern time runs an outbound agent with a 9am to 6pm window. With Account timezone, the agent starts calling at 9am Eastern, which is 6am for contacts in California. With Contact timezone, Eastern contacts are called from 9am Eastern and Pacific contacts from 9am Pacific.
[VERIFY: Confirm whether changes on the Lines & Scheduling tab save automatically (BLO-184). If they do, add “Changes save automatically.” Confirm whether the timezone selector appears for inbound agents, and how a contact’s timezone is determined.]