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How do I set up a holiday schedule for my Auto Attendant in Virtual Office Configuration Manager?
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How do I set up a holiday schedule for my Auto Attendant in Virtual Office Configuration Manager?

Note: To set up a holiday schedule for your Auto Attendant in Account Manager, the legacy version of Virtual Office Configuration Manager, click here

Objective

To set up a holiday schedule, using an Auto Attendant, in Virtual Office Configuration Manager.

Auto Attendants easily route your calls and can be set with a holiday-specific greeting. You can choose to select a schedule adjusted for holiday hours or carry over the rules set for regular business hours.

The call handling menus will operate according to the opening and closing hours of your business as well as the hours specified in any holidays or exceptions you have added to your schedule. You can create multiple schedules, so make sure the one you choose or create has the correct time zone and holidays listed before you proceed. 

Applies To

  • Configuration Manager
  • Auto Attendant
  • Holiday Scheduling

Procedure

Setting Up a Holiday Schedule

  1. Log in to VO Configuration Manager.
  2. Click Auto Attendants.
  3. Create a new Auto Attendant profile or click Edit (pencil icon) to the right of the Auto Attendant you wish to edit.
  4. Go to Business hours and select Create new schedule.
    Screen Shot 2018-12-18 at 4.34.53 PM.png
  5. Go to Holidays exceptions and click +Add a holiday.
    Screen Shot 2018-12-18 at 4.40.12 PM.png
  6. Enter the Date and the Name of the holiday. 
  7. If your business will remain Open, click Add business hours.
    Screen Shot 2018-12-18 at 4.40.46 PM.png
  8. Enter the Date and the Name.
  9. Select Status.
  10. Enter the hours of operation.

    Screen Shot 2018-12-18 at 4.41.04 PM.png
  11. Click Save.

Managing Holiday Schedule Rules

  1. Log in to VO Configuration Manager.
  2. Click Auto Attendants.
  3. Click Edit (pencil icon) to the right of the Auto Attendant you wish to edit.
  4. Go to Call Handling Menus and select the Holiday tab. Then select the Open HoursMenu or Closed Hours Menu.
    • Note: You need to select a Site for your Auto Attendant before you can view the Call Handling Menus.
  5. If you want to use the same rules in your Open Hours Menu, select Use Weekdays Open Hours Menu. Your Closed Hours Menu options and greeting are also available for use in your Holiday Closed Hours Menu. To set up holiday-specific rules for opening and closing hours, select Define Custom
  6. Click Add Key to create scheduling rules for specific keys.
  7. Select the Key users will press to complete an action from the menu.
  8. Select any of the actions below. Callers can complete these actions by pressing the key associated with them.
    • Go To
      • Submenu: Create a separate menu within your main menu.
      • Voice Mail System
    • Action
      • Repeat Menu
    • Transfer To
      • Auto Attendant: You must have two Auto Attendants to use this option.
      • Call Queue
      • User
      • External Number: This can be used for any third party services, such as contact centers.
      • Ring Group
    • Dial By
      • Company Directory: Users must be added to the company directory to be selected. All new users are pre-set to be added to the company directory.
      • Name: This allows a caller to dial users in the company directory by name. For more details on setting up this option, click here.
      • Extension
  9. Click Save in the Add a New Key window.
  10. Save your Auto Attendant profile.

Manage Auto Attendant Holiday Greetings

 You can create a custom greeting for your Holiday Open Hours Menu or Holiday Closed Hours Menu. Also, you can skip the Auto Attendant greeting by clicking Skip Playing Prompt in the Holiday Open Hours or Holiday Closed Hours menus. This can be used to route callers directly to your voicemail or another number.

Recording Special Holiday Greetings

To record special holiday greetings

  1. Log in to VO Configuration Manager.
  2. Click Auto Attendants.
  3. Click Edit (pencil icon) to the right of the Auto Attendant you wish to edit.
  4. Go to the Call Handling Menus section and select the Holiday Open Hours Menu or Holiday Closed Hours Menu.
    • Note: You need to select a Site for your Auto Attendant before you can view the Call Handling Menus section. 
  5. Select Play Audio.
  6. Click Select File.
    2019-08-16_11-37-47.png
  7. Select Call a phone number to record
  8. Enter the Name and the Phone Number or Extension you wish to record your initial greeting on.
  9. Click Call Now and follow the instructions. 
  10. Click Save.

Uploading Special Holiday Greetings

  1. Log in to VO Configuration Manager.
  2. Click Auto Attendants.
  3. Click Edit (pencil icon) to the right of the Auto Attendant you wish to edit.
  4. Go to Call Handling Menus and select the Holiday Open Hours Menu or Holiday Closed Hours Menu.
  5. Select Play audio file.
  6. Click Select File.
  7. Click Upload an audio file.
    Screen Shot 2018-12-18 at 5.11.25 PM.png
  8. Enter the Name of your recording.
  9. Click the center of your screen or drag an audio file to the Upload your Audio File window.
    Screen Shot 2018-12-18 at 5.12.11 PM.png
  10. Click Save.

Forwarding Calls to an Announcement-Only Greeting

You can set up your Auto Attendant to greet callers with a message before forwarding the call to a number outside of your 8x8 system.

  1. Log in to VO Configuration Manager.
  2. Click Auto Attendants.
  3. Click Edit (pencil icon) to the right of the Auto Attendant you wish to edit.
  4. Click Edit Settings.
    Screen Shot 2018-12-20 at 2.13.42 PM.png 
  5. Adjust the number of seconds the system should wait before taking the next action.
  6. If desired, set the toggle to allow users to Dial an Extension at any Point during the recording.
  7. Set the If user inputs no key, replay menu option to 0. This means that the call will directly route to your external number.
  8. Set the And Then action to Route To.
  9. Click the drop-down box and type the external phone number. 
  10. Click Save in the Settings window.
  11. Save your Auto Attendant profile.

 

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