Our emergency flow override should activate every day at 6 PM, but it didn’t trigger last night.
The schedule is configured in Architect with a ‘Evaluate Schedule’ action. The schedule group shows ‘After Hours’ starting at 18:00. Calls at 18:05 still went to the regular queue instead of the emergency flow. What went wrong?
Check the timezone on your Schedule Group.
If the schedule is set to UTC but your org operates in EST, ‘18:00’ in the schedule means 18:00 UTC (1:00 PM EST). Your after-hours flow won’t activate until 23:00 EST. This is the most common schedule misconfiguration.
We verified the exact failure timeline for our Japanese deployment.
At 18:00:00 JST, a test call was routed to the standard queue. At 18:00:15 JST, I checked the Schedule Group configuration and confirmed the timezone was set to ‘UTC’ instead of ‘Asia/Tokyo’. After correcting to JST, the 18:01 test call correctly routed to the emergency flow.
From a disaster recovery perspective, an emergency override that fails to activate is a critical incident.
Our after-hours emergency routing handles patient calls for a healthcare provider. If the override fails, patients can’t reach the on-call nurse. We now have a WebSocket monitor that alerts our on-call engineer if the schedule override doesn’t activate within 60 seconds of the scheduled time.
We built a comprehensive schedule validation test suite.
# Validate every schedule transition
schedules = architect_api.get_architect_schedulegroups()
for sg in schedules:
for rule in sg.open_schedules:
next_transition = calculate_next_transition(rule)
print(f'{sg.name}: next transition at {next_transition} ({rule.timezone})')
assert rule.timezone != 'UTC', f'DANGER: {sg.name} uses UTC!'
Run this before every go-live.