(9.0+) Operation Schedules

Operation Schedules program your system to change Operation Modes according to a weekly time schedule.

  • A schedule's time zone is determined by the local time of Queue Manager.
  • All schedules require a Business Open and a Business Close.
  • If using Outreach Hours, you must set open and close.
  • If any settings in the Schedules menu display a Needs Attention warning, you will not be able to create schedules. Resolve any issues and proceed.
  • Note the default queue displayed at the top center of the screen.
  • Use the drop down menu to select other available queues.
  • Changes only affect the selected queue.
  • Add up to seven different schedules, one for every day of the week, with multiple hour and mode functions.
  • All days are pre-selected and shaded blue by default.
  • Deselect a day to add it to another schedule block.

Selecting Days and Events for Schedules

Events set the behavior of the Callback system.

  1. Verify that days of the week for the current schedule are selected and displayed in blue.
  2. Click Add New Event.
  3. Set the time for each event using the clock icon or setting manually.
  4. Select Business Open, Outreach Open, or an Operation Mode
  5. Repeat Steps 1-5 for Business Close, Outreach Close, oradditionalOperation Modes.
  6. Save Changes at the bottom center of the main screen.

Modifying an Existing Schedule

Follow steps in Selecting Days and Events to:

  • Add or remove days in a Schedule.
  • Change the time for a scheduled event.
  • Change the scheduled operation mode.

Optional Modifications:

  • Click Delete to the right of individual Operation Modes or Hours set to remove an event.
  • Click Delete to the right of all Operation Modes and Hours set to remove an entire schedule.
  • Restore settings before saving or Save Changes to confirm removal of schedules and events.

Business Hours

SettingsFunctionDescription
Business OpenThe time that queues are staffed for the start of the day.
  • Business Hours specify when the queue is staffed for each day of the week.
  • Callback uses these values to schedule callbacks and to route calls according to the Smart Operation Mode settings.
  • After setting Business Hours, use Operation Mode to set the behavior of the Callback system.
  • Changes only apply to the selected queue.
  • Callers scheduling a callback hear a default recording of Scheduled Day hours. Change this recording to correspond with new Business Hours.
  • Set multiple open and close times for each day if needed, but do not overlap these hours.
Business CloseThe time that queues are no longer staffed for the day.
  • To set Business Hours as open 24 hours a day, 7 days a week, enter 12:00 A.M. as Business Open, and 11:59 P.M. as Business Close.
  • Set Business Close early enough to allow retry calls to take place before queues are no longer staffed for the day.

Outreach Hours

SettingFunctionDescription
Outreach Open Starting time for Outreach calls within business hours.
  • Sets timeframes for Outreach calls.
  • Prevents the system from making calls outside the defined times.
  • Outreach call times must be within Business Hours and the Business Hours must be configured.
  • Multiple Outreach Open and Close times may be set within a single business day, but must not overlap.
Outreach CloseEnding time for Outreach calls within business hours.

Operation Modes

See Call Flow > Treatment > Operation Mode for a list of modes and their descriptions.