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 editing your opening hours, under Welcome message , choose what should happen when someone calls you.

6. When editing your closing hours, under Welcome message , choose what happens when someone calls you outside of your opening 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 editing your opening hours, under Welcome message , choose what should happen when someone calls you.

6. When editing your closing hours, under Welcome message , choose what happens when someone calls you outside of your opening 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 click Scheduling & Welcome Message , and then click Schedule Settings .

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

5. When editing your opening hours, under Welcome message , choose what should happen when someone calls you.

6. When editing your closing hours, under Welcome message , choose what happens when someone calls you outside of your opening 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. Tap the response group, then tap Scheduling & Welcome Message , then tap Schedule Settings .

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

5. When editing your opening hours, under Welcome message , choose what should happen when someone calls you.

6. When editing your closing hours, under Welcome message , choose what happens when someone calls you outside of your opening hours. You can choose to use the default closed handling setting or create a new one.

Example

The company AB will be 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 its 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. Enable Only during a specific time period . Your times will then apply from the start date to the end date.

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

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

7. Under 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 which case you specify this here.

8. Under Welcome Event : In this case, we choose to "Play voice message and hang up".

9. Click 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 editing your opening hours, under Welcome message , choose what should happen when someone calls you.

6. When editing your closing hours, under Welcome message , choose what happens when someone calls you outside of your opening 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 editing your opening hours, under Welcome message , choose what should happen when someone calls you.

6. When editing your closing hours, under Welcome message , choose what happens when someone calls you outside of your opening 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 the gear icon and select your organization.

• Expand the Telephony System list.

• Click Response Groups .

Step 2 – Open Schedule Settings

• Select the response group you want to change.

• Click Schedule Settings .

Step 3 – Add opening hours

• Click the plus sign .

• Enter desired opening hours.

Step 4 – Set up welcome message

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

• Under Closing hours → 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:

• Tap the 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 the Details tab.

Step 2 – Schedule Settings

• Select the response group.

• Click Scheduling & Welcome Message .

• Go to Schedule Settings .

Step 3 – Add opening hours & messages

• Click on the plus sign and enter times.

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

Mobile

Same steps as above, but via the app:

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

• Then follow steps 2–3.

Example – Closed for holidays

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

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

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

3. Select Status: Closed .

4. Enable Only during a specific time period .

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. Under Schedule → specify whether you should be completely closed or open on certain days.

8. Under Welcome Event → select “Play voice message and hang up”.

9. Click Save .

Change opening hours in an IVR (administrator)

Computer

Step 1 – Go to button selection menus

• Click the gear icon and select organization.

• Expand the Telephony System list.

• Click on Button Selection Menus .

Step 2 – Open Schedule Settings

• Select the button selection menu you want to change.

• Click Schedule Settings .

Step 3 – Add opening hours & messages

• Click on the plus sign and add the 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:

• Tap the gear icon → select organization.

• Go to Telephony System → Keypad Menus .

• Then follow steps 2–3.