These two pages work together to control your agent's availability:
Agent Schedule decides when your agent answers calls.
Failover Options decides what happens to a call when your agent doesn't answer.
Both live under Activate. For setting up live calls in the first place, see Enabling live calls and forwarding your business number. For routing live callers to a person mid-call, see Configuring transfers and call routing rules in Configuring Your Agent — that's a transfer, not a failover.
Agent Schedule
Open Activate → Agent Schedule. You'll choose between two top-level modes:
24/7 Availability — your agent answers any call, any time. No further setup.
Custom Schedule — set per-day hours. Your agent answers only inside those hours; outside them, calls go to the failover option you've configured.
When you pick Custom Schedule, an editor expands showing each day Monday through Sunday. For each day, pick a mode from the dropdown:
All Day — agent available the whole day.
No Service — agent unavailable all day.
Only — agent available only during the time window you specify.
All Except — agent available all day except during the time window you specify.
Time pickers run in 30-minute increments. Each day has one window — overnight shifts (e.g., 10 pm Friday running into 2 am Saturday) aren't supported; the end time must be later than the start time on the same calendar day.
Timezone: the schedule uses your company timezone from Business Details (Configuring Your Agent). There's no per-agent timezone override.
Holidays and one-off date exceptions aren't supported in the current schedule editor. To close for a single day, switch that day's mode to No Service, then switch it back when you're done.
Failover Options
Open Activate → Failover Options. Pick one of five behaviors that apply whenever your agent isn't available to answer:
Leave a voicemail — caller is sent to a voicemail.
Forward to fallback number — caller is forwarded to a phone number you specify.
Play an Audio Message and Hang Up — caller hears a short message you've written, then the call ends.
Send to a Busy Signal — caller hears a busy tone.
Reject the call — call is declined immediately with no notification to the caller.
Audio message
If you choose "Play an Audio Message and Hang Up," type the message in the text field. CoreReach generates audio from your text, so you don't need to upload an MP3. A character counter shows how much you've used against the limit.
Fallback forwarding number
If you choose "Forward to fallback number," enter the destination phone number in the input. The fallback number is separate from your transfer destinations in Optimize; it's used only for failover, not for in-call transfers.
Make sure the fallback number isn't your CoreReach number or your business number — forwarding to either creates a loop.
When failover fires
Failover is triggered automatically. There's no on/off toggle — whichever mode you've configured will run whenever:
A call arrives outside your agent's schedule, or
Your account has no minutes remaining to handle the call.
In both cases, the failover behavior you picked above takes over.