Operating Hours

Created:

Jun 27, 2019

Updated:

April 23, 2020

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Overview

Creating Operating hours

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Name

is where you enter the name of the Operating Hours The name you enter should be something meaningful so it is easily understood by yourself and other administrators

Description

is where you enter a further description of the operating hours

Open

If a campaign is verifying operating hours then calls that are received before this time will be routed to the closed behaviour that is configured in the workflow.
eg. when your contact center is closed you may decide to play a prompt that includes your open hours and then disconnects the call.
To set open time set the 24 hour clock the first field is hours and the second field is minutes. you can select the hour field and type in a value between 0 and 23 or you can use the up and down arrows to increase or decrease the value in the field. Then select the minute field and type in a value between 0 and 59 or you can use the up and down arrows to increase or decrease the value in the field

Close

If a campaign is verifying operating hours then calls that are received after this time will be routed to the closed behaviour that is configured in the workflow.
eg. when your contact center is closed you may decide to play a prompt that includes your open hours and then disconnects the call.
To set close time set the 24 hour clock the first field is hours and the second field is minutes. you can select the hour field and type in a value between 0 and 23 or you can use the up and down arrows to increase or decrease the value in the field. Then select the minute field and type in a value between 0 and 59 or you can use the up and down arrows to increase or decrease the value in the field

Day

In addition to the Open and Close times you need to choose the day of the week for your operating hours
To choose a day of the week select the day from the drop down list.

NOTE: You will need to set up separate operating hours for each day of the week

NOTE : In order to use operating hours for call routing you need to set up operating hours verification in your campaign workflow

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