Call Schedules And Time Zones

Development-only: Testing mode

In development builds, the Schedule step can show Testing Mode (dry run). Production users typically do not see this block. It is not part of the standard operator checklist for production.

Your profile timezone (cookie) vs campaign timezone (wizard)

The app remembers a profile timezone for your account (set when you sign in from your profile or from your browser’s locale). That value drives date range pickers, exports, and many list views so times match how you work.

Campaign timezone is chosen separately on the Schedule step: a Timezone label with a dropdown of allowed IANA zones. It is stored on the campaign and is not auto-filled from your profile timezone in the new-campaign flow (new campaigns use the wizard’s own default). Always pick the value that matches your dialing and compliance story, not only where the operator sits.

Call windows and callee-local time (default)

When you create a campaign from the current wizard, call windows are evaluated in contact-local (callee-local) terms by default. On the campaign report, the Timezone mode line shows Callee local when that mode is active (as opposed to Campaign timezone). There is no separate toggle for this on the New Campaign Schedule step; the intended behavior is contact-local evaluation together with the Timezone field and windows you configure.

If your organization uses a different mode for older or admin-edited campaigns, confirm on the campaign detail / report under run settings.

Set the schedule step by step (aligned with the product)

1. Open Campaigns → New Campaign and advance to the Schedule step.
2. Choose Trigger mode: Immediate or Scheduled. If Scheduled, set Schedule Date & Time (required to proceed).
3. Set Timezone to the IANA zone that matches your audience and policy (see list in app).
4. Under Call windows, enable days and set start/end times; use Copy to all to reuse one row’s times across the week, then adjust exceptions.
5. Set Parallel calls — full pool or custom limit — so pacing matches operations (custom is clamped to the pool ceiling).
6. Set Priority (1–10) as needed.
7. Continue to Outcomes, then Review, and only then create or save — and verify on first launch that behavior matches expectations.

What the important schedule settings mean

1. Campaign timezone (dropdown): The campaign’s selected IANA zone; shown in run settings. Use it deliberately with your call-window plan.
2. Callee / contact local (default mode): Call-window evaluation uses contact-local rules for wizard-created campaigns. Pair this mental model with per-contact geography where your list supports it.
3. Profile timezone: How you see dates and times in much of the app; distinct from the campaign’s timezone field.
4. Allowed calling windows: Per weekday, in local evaluation per mode; if no days are enabled or windows cannot overlap reality, the campaign may appear idle.
5. Parallel calls: Throughput cap — still subject to call windows and dispatch rules.

What good looks like

• Calls happen only when your team expects them.
• The campaign timezone and windows match the audience’s experience, not only the operator’s calendar.
• You know whether you are looking at a timestamp in your timezone (profile) vs the campaign timezone (wizard).
• Follow-up teams are available while the campaign is active.
• No one is surprised by start, stop, or resume behavior.

Common mistakes and troubleshooting

1. If calls run at the wrong local time, pause the campaign, fix timezone and windows, then resume with reduced volume to verify.
2. If Scheduled and nothing happens, confirm the Schedule Date & Time is set and is consistent with call windows (and that days are enabled).
3. If answer rates are poor at edge hours, narrow windows before changing scripts or numbers.
4. If the audience spans distant regions, split campaigns or segments instead of one overstretched schedule.
5. Escalate to an admin if behavior stays wrong after settings look correct on the campaign report (trigger, timezone, timezone mode, windows).

Final checklist

• Timezone (wizard) matches audience and policy; you understand Callee local vs the campaign zone field.
• Call windows are policy-compliant and at least one day is realistically usable.
• Trigger and Scheduled time (if any) line up with your launch plan.
• Pacing (parallel calls / concurrency) is intentional.
• Team signs off before full-scale operation.

Related articles

• Creating a campaign
• Wizard Step 4: Schedule
• Assigning phone numbers to a campaign
• Pausing and resuming campaigns
• Campaign settings reference