Timezones are a seemingly small setting that can ultimately make a significant impact on the user experience. Timezones are a configurable option available for users, domains, call queues, auto attendants, ring groups, call park, and DID numbers. 

The domain's timezone acts as a "catch-all" for instances where a timezone is a required option but was not configured. For example, if a timezone has not been set for a user, then that user automatically inherits their domain's timezone. This applies to call queues and auto attendants as well. DID numbers behave slightly differently. A user's personal DID number defaults to the user's timezone. DID numbers that route directly to a connection or feature do not have an applied time zone.

Domain Timezone

Navigate to the Portal > "Edit Domain"> "Defaults" tab. Select the Timezone from the available dropdown options in the Timezone field. 

User Timezone

Navigate to the Portal > “Users” > select the user that you want to modify, and click the "Profile" tab. Select the Timezone from the available dropdown options in the Timezone field. 

Auto Attendant Timezone

Navigate to the Portal > Users > uncheck "hide system users" > Select the AA, call queue, ring group, or similar> "Profile" tab. (Note that it is not typical behaviour to configure a timezone for a call park queue) and select the timezone from the available options in the timezone dropdown field. 

How Timezone Affects Features

Auto Attendant

A call enters the  Auto Attendant  It is the Auto Attendant's timezone and time frame that determines which actions to take. 

If the Auto Attendant routes to voicemail after 5 PM Central, and it is 6 PM Central, the call will still route to voicemail. 

Where this can become complicated is when an agent is located in a different timezone and they are available to take this call. The Office Manager will need to consider similar scenarios when determining the timezone for an Auto Attendant. A possible solution without changing the timezone is to route the Auto Attendant to a group of agents who are in a different timezones after 5 p.m. Central, and then to voicemail only when all agents are gone for the day (looking carefully at the agents' timezones and then deciding how to adjust the Auto Attendant's timezone). 

Contact Center

Contact Center Reports

Call queues likely have Call Center Agents configured in different timezones. It is the user viewing the report, along with their personal time zone settings, that will determine how statistics are displayed. 

For instance:

(Call Center) Agent Charlie is set to Pacific (PT) at their user level. 

(Call Center) Supervisor Erik is set to London at their user level.  

The call queue is set to Eastern Time (ET). 

It is now 5 p.m. Pacific time. Agent Charlie logs out of the call queue for the day. It is midnight for Supervisor Erik. He wakes up at 6 a.m. in the London timezone and views the Call Center Reports from the prior day. 

The report will be adjusted specifically for Supervisor Erik's specified time zone. He will see that Agent Charlie logged out for the day at midnight.

Call Queue

What about the call queue timezone?

The call queue in this example is set to the ET (Eastern) time zone. Neither Agent Charlie nor Supervisor Erik will have access to the reporting user interface in ET (explained above).

Setting the call queue to ET means that this is how calls will be handled when they enter the call queue. If an answering rule for this queue has been set to forward calls after 5 p.m., then Eastern Time (ET) will determine when it is 5 p.m. and process the rule accordingly.

DID Numbers

A user-assigned DID number inherits its timezone from the user's timezone, not from the domain.

If a DID is routed to a connection, then no timezone would be applied. If a DID is set for time-of-day routing, then answering rules can be used based on the time zone.

Timezone Troubleshooting - When to Verify Your Timezone Settings in the Portal Are Set Correctly.

Verify that the timezone selected in the portal is still in sync with your regional timezone. Issues with scheduled routing are often associated with daylight savings time, where different regions set back or move forward their clocks. Some areas do not observe Daylight Saving Time and remain on the same time all year. If you selected a timezone that mirrored your regional time when you set it, Daylight Saving Time may cause the chosen timezone to be out of sync with your region. 

• Incorrect Call Logs/Timestamps: Call records and system event logs show times that are offset by a consistent number of hours, or shift incorrectly during Daylight Saving Time (DST) changes.
• Scheduling Conflicts: Meeting or call schedules appear at the wrong time for participants in different locations. 
• After-hours: messaging or time-of-day call routing is not working as anticipated. 
• Time Discrepancies on Devices: The time on physical phones or softphones connected to the Clouc PBX platform is incorrect.
• Automatic Time Zone Setting Failures: The "Set time zone automatically" feature on a linked device (such as a computer or phone) may be non-functional, greyed out, or revert to an incorrect default (e.g., Pacific Time).