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A call route determines how incoming calls and messages to your business number are handled in Zuper Connect. You can send calls to a CSR Agent, a specific user, a call group, or an IVR menu, and define different handling during business hours and after hours. You can also give each route its own schedule. For example, your main office route can follow regular business hours while a weekend or emergency route uses different operating hours. In this article, you’ll learn how to create a call route, choose its schedule, configure incoming calls and messages, and assign the route to a phone number.
Navigation: Settings → Communication → Zuper Connect → Call Settings → Call Routings

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Before you begin

Set up the following as needed before creating the route:
  • A Zuper Connect phone number. You’ll assign the route to a phone number after creating it. See Getting a New Phone number.
  • Your organization’s business hours, if the route should follow them. Configure them under Settings → Organization Settings → General Settings → Business Hours.
  • A CSR Agent, if you want a CSR Agent to handle calls or messages.
  • A call group, if calls should ring multiple users. See Creating Call Groups.

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Access call routing settings

  1. From Settings, expand Communication in the left navigation menu.
  2. Select Zuper Connect.
  3. Select Call Settings.
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  4. Open the Call Routings tab.
The page displays your existing call routes and their associated phone numbers.

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Create a call route

Select + New Route from the Call Routings tab. The New Call Route panel opens on the right.
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Set up the route in this order:
  1. Name the route and choose a schedule
  2. Set up incoming calls
  3. Set up incoming messages
  4. Save the route and assign a phone number

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Name the route and choose a schedule

  1. Enter a name in Route Name.
  2. From Schedule, select when the route should be available:
With Default hours or Custom schedule, calls that arrive during the route’s open hours use the Business Hours configuration. Calls outside those hours use the After Hours configuration. The schedule only determines when the Business Hours and After Hours settings apply. It doesn’t change the greeting, handler, fallback, or other behavior you configure in those sections.
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Zuper checks the route’s schedule when the call arrives. If a call is already in progress when the route moves from Business Hours to After Hours, the call continues without being rerouted.
If you selected Custom schedule, configure the route’s availability as described below. Otherwise, continue to Set up incoming calls.

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Set a custom schedule

A custom schedule gives one call route its own day-by-day operating hours without changing your organization’s business hours or other routes. For example, your main office route can run Monday through Friday while another route handles Saturday mornings. Custom schedules use your organization’s time zone configured in General Settings. A call route can’t use a separate time zone.
  1. From Schedule, select Custom schedule. The Route availability screen opens with Monday to Saturday set to 09:00 AM to 05:00 PM, and Sunday off.
  2. Leave the toggle on for each day the route should be available, and set the start and end times for that day.
  3. Turn off the toggle for days when the route should remain closed.
  4. To create another availability period on the same day, such as a lunch closure or split shift, select + Add hours and set the new time block.
  5. Select the back arrow to return to the route configuration.
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The hours you configured appear on the Route availability card. To update them later, select Edit on the card.
You can’t save the schedule until you fix the following:
  • Two blocks on the same day overlap. The block turns red and shows Time ranges overlap.
  • An end time is the same as or earlier than its start time. You’ll see End must be after start.
Keep the following in mind:
  • At least one day must stay on. If you turn every day off, Zuper turns Monday back on with 9:00 AM to 5:00 PM when you leave the Route availability screen. Check the Route availability card before you save.
  • A time block can’t continue past midnight, and 12:00 AM isn’t accepted as an end time. To cover hours across midnight, end the first day’s block at 11:59 PM and start another block on the next day at 12:00 AM.
  • End times aren’t included in the availability block. For example, a block from 9:00 AM to 5:00 PM handles calls received before 5:00 PM. A call received at 5:00 PM follows the After Hours setup.
  • Back-to-back blocks such as 9:00 AM to 1:00 PM and 1:00 PM to 5:00 PM are valid and don’t create a gap.
Each call route has one schedule. If different groups of callers need different operating hours, create separate routes and assign the appropriate phone numbers.
To return the route to your organization’s business hours, change Schedule to Default hours and save the route. The route’s custom schedule is discarded.

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Set up incoming calls

The Incoming Calls tab determines how phone calls are handled.
  • With Always (24/7), configure one 24/7 section.
  • With Default hours or Custom schedule, configure separate Business Hours and After Hours sections.
Each section can include:
  • A welcome greeting
  • A primary call handler
  • An unanswered-call fallback
  • A missed-call text message
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Add a welcome greeting

A welcome greeting plays before the call is routed.
  1. Select Welcome Greeting Message.
  2. From Type of message, choose how you want to provide the greeting:
Keep your greeting under 20 seconds. Long greetings increase the chance that callers hang up before reaching someone.

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Choose who handles the call

Under Who should handle the call first?, select the primary handler for incoming calls:
  • CSR Agent
  • Specific User
  • Call Group
  • IVR (Interactive Voice Response)
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CSR Agent

A CSR Agent is an AI-powered assistant that answers calls, interacts with callers, captures their details, and creates bookings on your behalf.
  1. Select CSR Agent.
  2. From Choose Agent, select the CSR Agent.
  3. Enable Allow Intervention to Human Agent if a team member should be able to take over the call.
Configure the CSR Agent before assigning it to a call route.

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Specific User

Use Specific User to send the call directly to one user.
  1. Select Specific User.
  2. From Call Agent, select the user.
  3. From Ring for, choose how long the call should ring before moving to the fallback action: 20 Secs, 30 Secs, 45 Secs, 60 Secs, or 90 Secs.

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Call Group

Use Call Group to ring all available users in the selected group. The first user to answer receives the call.
  1. Select Call Group.
  2. From Ring to, select the group.
  3. From Ring for, select how long the group should ring: 20 Secs, 30 Secs, 45 Secs, 60 Secs, or 90 Secs.
All available members of the selected group ring simultaneously. See Creating Call Groups for more information.

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IVR (Interactive Voice Response)

Use IVR (Interactive Voice Response) to let callers choose where their call should go by pressing a key on their phone. For example, callers can press 1 for Sales or 2 for Support.
  1. Select IVR (Interactive Voice Response).
  2. In Press, enter the key the caller should select.
  3. From Action, select what happens when the caller presses that key:
    • Call Group: Route the call to a call group.
    • Call Agent: Route the call to a specific user.
    • Forward: Forward the call to an external phone number.
    • Voicemail: Send the caller to voicemail.
  4. Select + Add another to add another key option.
  5. Select Remove in the top-right corner of a row to delete that option.
For complete IVR setup, including greetings, key actions, fallback behavior, and troubleshooting, see Configuring IVR.

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Set what happens when no one answers

Under If the call is not handled.., specify what should happen if the primary handler doesn’t answer within the configured ring duration.
  1. Select If no one answers.
  2. Choose a fallback option:
    • Forward to an external number: Sends the call to a phone number outside Zuper.
    • Voicemail: Plays a voicemail greeting and records the caller’s message.
    • CSR Agent: Hands the call to a CSR Agent. Select the agent from Choose Agent.
    • End call with greeting message: Plays a closing message and ends the call.
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Set up voicemail

If you selected Voicemail:
  1. From Type of message, choose Text to Speech, Upload Audio, or Record Audio.
  2. If you selected Text to Speech, select a voice and enter your message, up to 200 characters.
  3. To configure additional delivery options, select More Settings below the message field.
Uploaded voicemail files must be MP3 or WAV format and 5 MB or smaller.
If an uploaded voicemail file doesn’t play during calls (callers hear a beep, then silence, and then the call disconnects), record the message directly in your browser using Record Audio instead.

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Send a text for missed calls

Under Missed / Unanswered, you can automatically send a text message when a call goes unanswered.
  1. Select Send text when call goes missed/unanswered.
  2. Enter the message in Text Message, up to 160 characters.
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The caller automatically receives the message when their call goes unanswered. You can write a different message for each route. For guidance on text message compliance, contact your account manager.

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Set up after hours

If the route uses Default hours or Custom schedule, configure the After Hours section below Business Hours. Configure the greeting, handler, fallback, and missed-call text based on how calls should be handled outside the route’s open hours. For example, you can send calls to a call group during business hours and route them to voicemail or a CSR Agent after hours.
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Set up incoming messages

The Messages tab determines when a CSR Agent responds to inbound text messages. The response window gives your team the first opportunity to reply. If no team member responds within the configured window, the CSR Agent steps in.
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Choose a CSR Agent

  1. Open the Messages tab.
  2. In the CSR Agent section, open Choose Agent.
  3. Select the CSR Agent that should respond to inbound messages.
After you select an agent, its response instructions and response window settings appear.

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Tell the agent when to respond

You can define situations where the CSR Agent should respond or leave the conversation for your team.
  1. Select the edit icon next to When should agent respond, and when should it refrain?
  2. Describe when the agent should reply and when it should hold back. For example, you can ask the agent to leave complaints or urgent requests for a team member.
  3. Select Save.

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Set the response window

The response window determines how long Zuper waits for your team to respond before the CSR Agent steps in.
  • With Always (24/7), configure one response window under 24/7.
  • With Default hours or Custom schedule, configure separate response windows for Business Hours and After Hours. The route’s schedule determines which window applies when a message arrives.
A confirmation message below your selection shows the active setting, for example, The CSR Agent will take over the conversation in 10 minutes.
During business hours, a short response window such as 10 or 15 minutes gives your team the first opportunity to respond. After hours, select Immediately so customers know their message was received.

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Save the route and assign a phone number

After configuring both tabs:
  1. Review the Incoming Calls and Messages settings. In Business Hours and After Hours (or 24/7), select a handler under Who should handle the call first? and set up If no one answers. Zuper outlines a required field in red if you skip it.
  2. Select Create.
Create button on the New Call Route panel
After the route is created, the Assign this call route to phone number dialog appears.
  1. Search for or scroll to the phone number you want to assign.
  2. Select Assign next to the phone number. The phone number is now linked to the route.
Assign this call route to phone number dialog
A phone number without a call route can’t receive incoming calls. Callers who reach that number won’t be connected, so assign a route right after you create it.To assign additional phone numbers later, open the route’s context menu on the Call Routings tab and select Assign Number.

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Manage existing call routes

On the Call Routings tab, open the context menu next to a route to perform the following actions:
  • Edit: Opens the Edit Call Route panel, where you can update the route name, schedule, handlers, or fallback settings. Select Update to save your changes.
  • Assign Number: Link another phone number to the route.
  • Clone Route: Opens a New Call Route panel named Copy of followed by the original route name. The schedule, including any custom hours, and the call handling settings are copied. Rename the route, review it, and select Create.
  • Delete: Permanently remove the route.
Deleting a call route removes it from its associated phone numbers. To keep calls flowing, assign those numbers to another route and confirm the new routing works before deleting the existing route.

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Frequently asked questions

Yes. Every phone number must have a call route assigned. Without one, callers who reach that number won’t be connected.
It depends on the schedule you select:
  • Always (24/7): The route is always available and doesn’t have an after-hours period.
  • Default hours: Uses your organization’s business hours from Settings → Organization Settings → General Settings → Business Hours.
  • Custom schedule: Uses the days and time blocks configured on the route’s Route availability screen.
Custom schedules use your organization’s time zone from General Settings. Individual routes can’t use their own time zone.
No. A custom schedule applies only to that call route. Your organization’s business hours and other routes remain unchanged.
The route starts following your organization’s business hours. The custom hours configured for that route are discarded.
No. A custom schedule only determines when the route’s Business Hours configuration is active. Calls outside those time blocks follow the existing After Hours configuration.
Custom schedules repeat weekly and don’t support individual holiday or exception dates. For a temporary closure, turn off the toggle for that day, and turn it back on after the closure.
No. End the first block at 11:59 PM, and start another block at 12:00 AM on the following day.
End times aren’t included in the availability block. For example, a route configured from 9:00 AM to 5:00 PM handles calls before 5:00 PM. A call arriving at 5:00 PM follows the After Hours configuration.
Nothing changes for that call. Zuper checks the schedule when the call first arrives. An active call isn’t rerouted when the schedule moves from Business Hours to After Hours.
Check the following:
  1. Make sure the day is enabled in the route’s schedule.
  2. Confirm that the call arrived inside one of the configured availability blocks.
  3. Remember that the end time isn’t included. For example, a block ending at 5:00 PM stops handling Business Hours calls at 5:00 PM.
  4. Confirm that your organization’s time zone in General Settings matches where your team works.
Yes. You can assign any number of phone numbers to a route, with no limit. They all follow the route’s schedule, handlers, and fallback configuration.
Yes. Select Custom schedule for each route that needs its own operating hours. For example, one route can run Monday through Friday while another handles weekend calls.
Routes using Default hours follow the updated business hours right away. Routes using Custom schedule or Always (24/7) aren’t affected.
The call follows the fallback configured under If no one answers: forward to an external number, voicemail, a CSR Agent, or end the call with a greeting message. See Set what happens when no one answers.
The call follows the fallback configured for the route, such as voicemail, a CSR Agent, or an external number.
Yes. You can configure separate greetings, handlers, fallback actions, voicemail settings, and missed-call messages. For example, calls can ring a call group during business hours and go to voicemail after hours.
If the external number is busy, unreachable, or times out, the call ends based on your configured fallback behavior.
No. External forwarding supports phone numbers in the USA and Canada only.
Voicemails are stored in the Conversation Center under the corresponding phone number, where your team can review and follow up on them.
No. Call recording is configured at the phone number level rather than the call route level.
Yes. From the route’s context menu, select Clone Route. The copy includes the route’s schedule, including any custom hours, and its call handling settings. Phone numbers aren’t part of the copy, so assign one after you create the route.
No additional platform fee applies to external forwarding. Standard call usage charges apply where relevant.
Your account can have up to 25 call routes. When you reach the limit, Zuper shows Call Routes limit reached, Only 25 call routes can be created. Delete a route you no longer use, or contact Support or your account manager for assistance.
No. The Text Responder keeps its own business and after-hours SLA settings; the route schedule only decides which SLA applies at a given time.