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.
Once you're logged into your Configuration panel and have Home selected, click on the Schedules tab.
Once you're on the Schedules tab, on the right hand side of the page, underneath Special Events and Holidays click on Add Day.
Adding in day rules
After clicking on Add Day, a new line will appear on your list. This is where you'll be able to select the specific day you wish to make a new schedule for, as well as which times to apply the rule to. You are able to edit this at any time by clicking on it once it's been created.
You can have multiple rules for one day, which can be done by simply clicking on the + symbol to the right of the day you've added. Clicking on the X, next to the +, removes that particular rule (but not all the rules for that day, e.g. in the example below, clicking on the closed rule for New Years Day 2019, 00:00-12:00, will not remove my open rule, 12:00-24:00.
This is an example of what a basic scheduling might look like. I have two rules for New Years Day in 2019. Up until 12:00 mid-day my lines will be closed and then after that, I am open for business once again.
You can also see that I have two rules set up for Christmas and Boxing day in 2018. I am closed all day, 00:00 to 24:00.
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.
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.