Who can adjust the opening hours?

To adjust the opening hours in a response group or IVR, you need to have the Telephony System permission or be a supervisor.

• The telephony system permission gives access to adjust the opening hours in all response groups.

• As a supervisor, you only have access to the opening hours of the response groups you supervise.

Change opening hours in a response group as an administrator

Computer:

1. Click the gear and select your organization.

2. Expand the telephony system list and click on answer groups.

3. Click the response group whose hours you want to change, and then click Schedule settings.

4. Click on the plus sign and add desired opening hours.

5. When you edit your opening hours, during welcome message, choose what should happen when someone calls you.

6. When you edit your closing times, during welcome message, choose what happens when someone calls you outside of your business hours. You can choose to use the default closed handling setting or create a new one.

Mobile:

1. Tap the gear icon and select your organization.

2. Expand the telephony system **** list and click on answer groups.

3. Click the response group whose hours you want to change, and then click Schedule settings.

4. Press the plus sign and add the desired opening hours.

5. When you edit your opening hours, during welcome message, choose what should happen when someone calls you.

6. When you edit your closing times, during welcome message, choose what happens when someone calls you outside of your business hours. You can choose to use the default closed handling setting or create a new one.

Change opening hours in a response group as a supervisor

Computer:

1. Click on Call Center.

2. Click the details view tab.

3. Click the response group, then Scheduling & Welcome Message, and then on Schedule settings.

4. Click on the plus sign and add desired opening hours.

5. When you edit your opening hours, during welcome message, choose what should happen when someone calls you.

6. When you edit your closing times, during welcome message, choose what happens when someone calls you outside of your business hours. You can choose to use the default closed handling setting or create a new one.

Mobile:

1. Press Call Center.

2. Click the details view tab.

3. Press the response group, then press Scheduling & Welcome Message, and then on Schedule settings.

4. Press the plus sign and add the desired opening hours.

5. When you edit your opening hours, during welcome message, choose what should happen when someone calls you.

6. When you edit your closing times, during welcome message, choose what happens when someone calls you outside of your business hours. You can choose to use the default closed handling setting or create a new one.

Example

The company AB is supposed to have closed for vacation from 2023-07-03 at 08:00 to 2023-07-30 at 17:00 and wants to display a message with information about their opening hours.

1. Click on the plus sign to enter the times when you will be closed.

2. Give the schedule entry a name.

3. Select Status, in this case it should be Closed.

4. Activate Only during a specific period of timeThen your times will apply from the start date to the end date.

5. Enter the dates when the schedule should be active. This means that the schedule will start on 2023-07-03 at 08:00 and ends 2023-07-30 at 17:00.

6. You can choose to repeat the schedule if you have closed the same dates every year.

7. During Schedule You specify what the schedule refers to. Here you can choose whether you should be closed for the entire time period or if you should be open on certain days - in that case, you specify this here.

8. During Welcome event: In this case, we choose to "Play voicemail and hang up".

9. Click on Save.

Change business hours in an IVR (button selection menu) as an administrator

Computer:

1. Click the gear and select your organization.

2. Expand the telephony system **** list and click on the button selection menus.

3. Click the drop-down menu whose opening hours you want to change, and then click Schedule settings.

4. Click on the plus sign and add desired opening hours.

5. When you edit your opening hours, during welcome message, choose what should happen when someone calls you.

6. When you edit your closing times, during welcome message, choose what happens when someone calls you outside of your business hours. You can choose to use the default closed handling setting or create a new one.

Mobile:

1. Tap the gear icon and select your organization.

2. Expand the telephony system list and click on the button selection menus.

3. Click the drop-down menu whose opening hours you want to change, and then click Schedule settings.

4. Press the plus sign and add the desired opening hours.

5. When you edit your opening hours, during welcome message, choose what should happen when someone calls you.

6. When you edit your closing times, during welcome message, choose what happens when someone calls you outside of your business hours. You can choose to use the default closed handling setting or create a new one.

Manage opening hours

Who can adjust the opening hours?

• Authorization Telephony system → provides access to opening hours for all response groups.

• Supervisor → can only adjust opening hours for the response groups they supervise.

Change opening hours in a response group (administrator)

Computer

Step 1 – Go to response groups

• Click on gear icon and select your organization.

• Expand the list Telephony system.

• Click on Response groups.

Step 2 – Open Schedule Settings

• Select the response group you want to change.

• Click on Schedule settings.

Step 3 – Add opening hours

• Click on the plus sign.

• Enter desired opening hours.

Step 4 – Set up welcome message

• During Opening hours → choose what should happen when someone calls in.

• During Closing times → choose what should happen when someone calls outside of opening hours.
  • You can use the default closed management setting or create a new one.

Mobile

Same steps as above, but:

• Press gear icon.

• Then follow steps 2–4 in the same way.

Change opening hours in a response group (supervisor)

Computer

Step 1 – Go to the Call Center

• Click on Call Center.

• Open tab Detail view.

Step 2 – Schedule Settings

• Select the response group.

• Click on Scheduling & Welcome Message.

• Go to Schedule settings.

Step 3 – Add opening hours & messages

• Click on the plus sign and specify times.

• Set what should happen when open/closed in the same way as an administrator.

Mobile

Same steps as above, but via the app:

• Press Call Center → Detail view → select the response group.

• Then follow steps 2–3.

Example – Closed for holidays

The company AB wants to close 2023-07-03 at 08:00 to 2023-07-30 at 17:00.

1. Click on the plus sign and create a new schedule entry.

2. Name the entry (e.g. “Closed for vacation”).

3. Select Status: Closed.

4. Activate Only during a specific period of time.

5. Enter start: 2023-07-03 at 08:00 and end: 2023-07-30 at 17:00.

6. Choose whether the schedule should repeat annually.

7. During Schedule → indicate whether you will be completely closed or open on certain days.

8. During Welcome event → select “Play voicemail and hang up”.

9. Click on Save.

Change opening hours in an IVR (administrator)

Computer

Step 1 – Go to button selection menus

• Click on gear icon and select organization.

• Expand the list Telephony system.

• Click on Button selection menus.

Step 2 – Open Schedule Settings

• Select the button selection menu you want to change.

• Click on Schedule settings.

Step 3 – Add opening hours & messages

• Click on the plus sign and add desired opening hours.

• Set what should happen when open/closed in the same way as in response groups.

Mobile

Same steps as above, but via the app:

• Press gear icon → select organization.

• Go to Telephony system → Button selection menus.

• Then follow steps 2–3.