> ## Documentation Index
> Fetch the complete documentation index at: https://docs.firetone.com.au/llms.txt
> Use this file to discover all available pages before exploring further.

# Processes

> One named inbound service: its numbers, its hours, its workflow and where a caller lands when the workflow does not take them.

A **process** is how FireTone models one thing you offer on the phone. Sales is
a process. Support is a process. The after-hours line is usually the *fallback*
of one rather than a process of its own.

<img src="https://mintlify.s3.us-west-1.amazonaws.com/firetone/images/processes-list.png" alt="The processes list" />

## What a process owns

<AccordionGroup>
  <Accordion title="Numbers">
    The DIDs that reach it. A number points at a process, and the process
    decides everything after that. "Which numbers does this answer" is the first
    question anybody asks, so it is on the process itself rather than only on
    the numbers screen.
  </Accordion>

  <Accordion title="Opening hours">
    Windows per day, read in a timezone you set on the process — not the
    browser's, and not the server's.

    **No windows means always open.** A process with no hours is unrestricted,
    not closed. Defaulting to closed would divert every caller the moment
    somebody created one.

    A window whose end is before its start crosses midnight, which is what an
    after-hours line needs.
  </Accordion>

  <Accordion title="Workflow">
    The graph that answers the call — see [IVR flows](/tenant/design/ivr-flows).
    A process without one is a perfectly ordinary shape: "ring the sales queue
    in hours, take a message otherwise". There the fallback *is* the behaviour.
  </Accordion>

  <Accordion title="Fallback">
    Where a caller lands when the workflow does not take them: outside hours,
    with no workflow, or when the graph runs out.

    An extension, a queue, voicemail, or hang up. Everything but hang up needs a
    target.
  </Accordion>
</AccordionGroup>

## Status

A process is `draft`, `live` or `paused`. **Draft is inert on purpose** — building
one must not divert live calls halfway through. Only a live process answers.

## Timezone

Set an IANA name, such as `Australia/Sydney`.

<Note>
  If the timezone cannot be read, FireTone treats the process as **always open**
  and says so loudly in the log. Reading it as closed would divert every caller
  on a typo, and the only visible symptom would be an unexplained drop in
  answered calls. The panel refuses an unusable name when you save, which is the
  moment somebody can still fix it.
</Note>

## Recording

Calls this process handles can be recorded by switching **Record calls** on here.

Recording is on if **any** level says so — organisation, team, extension,
queue, trunk or process — so this can add recording and cannot switch off a
policy set above it.