(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.
- Verify that days of the week for the current schedule are selected and displayed in blue.
- Click Add New Event.
- Set the time for each event using the clock icon or setting manually.
- Select Business Open, Outreach Open, or an Operation Mode
- Repeat Steps 1-5 for Business Close, Outreach Close, oradditionalOperation Modes.
- 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
Settings | Function | Description |
---|---|---|
Business Open | The time that queues are staffed for the start of the day. |
|
Business Close | The 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
Setting | Function | Description |
---|---|---|
Outreach Open | Starting time for Outreach calls within business hours. |
|
Outreach Close | Ending time for Outreach calls within business hours. |
Operation Modes
See Call Flow > Treatment > Operation Mode for a list of modes and their descriptions.