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Scheduling for Special Events and Holidays
8x8 Support

Scheduling for Special Events and Holidays

Overview

There will likely be many planned, and unplanned, cultural holidays or events that you will need to adjust your Contact Centre for.

You can easily set up a rule for a specific day, to open or close your phone lines between certain hours. If there are consecutive days you won't be around to make or take phone calls, you will need to add each individual day.

Getting started

We need to set the exceptions for the holidays under Special Events and Holidays.

  1. Click Home, within Configuration Manager.
  2. Select the Schedules tab.
  3. Create a schedule by clicking on Add Schedule or amend a current schedule by double-clicking on the schedule name or alternatively clicking on the Pencil icon.
  4. Within the setup for the Schedule, set your normal working hours under Weekly Schedule and then under Special Events and Holidays you can add your exceptions for the year, month, day etc.
    schedules_overview.png
     
  5. Depending on what you require for the day, you can have it so that the business closes up early on the day by in comparison to the hours under Weekly Schedule.
    • Alternatively, you can have the business closed on the day by setting it to Closed via the dropdown. The Choice # options will allow you to implement this into your VCC Script under the Schedule object - to play a message to the customer and allow them to leave a voicemail, route to an external number, etc. 
  6. Once you have set your working hours and exceptions and given the schedule a name, click Save to exit the page. 

Note: If you have only amended the hours to close up early or set it to be closed then you do not need to go any further. However, if you have set a Choice # then please read the next steps below.

If you set a Choice # for your Holiday, we now need to implement this into your script to follow the procedure you would like it to follow - to leave a voicemail or go to an external number, for example.

  1. Click on Scripts in Configuration Manager.
  2. Create a script by clicking on Add New Phone Script or amend a current script by double-clicking on the script. 
    • Note: to make it easier and avoid any confusion, we advise you add descriptions for the respective choices you have set in the Comment field box on the new window that appears when you double-click on the script name.
      script_properties.png
       
  3. The Script tab is where you can now go to implement the Choice # options associated with your schedule. You need to select the respective # (number) to link with the choice you set up within Special Events and Holidays.

    In this example, I will have it set to play a message that will inform the customer the business is now closed for the Christmas period and for them to leave a voicemail. This can be achieved by selecting either the Play (will play an audio file that was uploaded) or Say (will read out the text you entered) object and then adding the Forward to Voicemail Queue object.
    script_1.png
Please note: you must have set up the Voicemail queue with agents assigned to it in order for your agents to listen to the voicemail recordings!

As you can see on the example script above, it is implementing Choice #1 from the Special Events and Holidays section. We have associated it to the Christmas period and set it that if a customer calls in on that day they will hear a message and then will be given the opportunity to leave a voicemail.

What happens to calls that come into the Contact Centre if it's closed?

Calls that come into your centre, while you have it set to "closed", e.g. Christmas Day, will hit the Default IVR option that you've set up in Scripts (Scripts > Phone > Script tab). An example of an IVR setup is below.

2019-03-05.png

In the above example, you can see that the DefaultTermination action is "Hang Up". If you click on this IVR option a small popup window will appear asking what you would like to do with any calls hitting the IVR that result in this action (all of the calls coming in during your closed hours).

  • Hang Up - immediately hangup any calls entering the IVR queue.
  • Forward to Queue - pass calls to another queue to handle.
  • Forward to Voice Mail Queue - allow calls to go to voicemail.
  • Forward to External Number - forward your calls to an external number outside of your centre.
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