Time Schedules

What you need to know:

Time schedules are used to route incoming calls based on the day of the week and/or time of day. Schedules are classified as either Business Hours or Holiday. This article provides instructions for how to modify, add and delete them.

Schedule Notes

  • Upon install, two pre-defined schedules are assigned to your Site. They are assigned to the site Auto Attendant function:
     

    • Auto Attendant Business: This schedule defines the days and hours your office is taking phone calls.
    • Auto Attendant – Holiday: This schedule defines the days your office is closed due to a holiday and not taking phone calls.
  • Schedules are defined by events. Events represent days of the week and times of the day.
  • For proper Auto Attendant operation, verify that at least one event is defined in each of the pre-defined Auto Attendant.
  • If additional Site Schedules are defined, they will not impact Auto Attendant operation unless they are assigned to the Auto Attendant.
  • User specific schedules can by implemented within My Rules in the My Phone Dashboard. A user may use one of the existing Site Schedules, or create and manage user unique schedules using My Schedules.
  • If you expect to treat all incoming calls the same regardless of day or time, configuring a Time Schedule is unnecessary.
  • During a Holiday Schedule, callers are routed based on the After Hours settings.


Modify Time Schedules

  1. Login to the My Account.
  2. Click the My Site.
  3. Select a site from the list on the left.
  4. Click the Site Services tab at the top of the screen.
  5. Click Schedule on the menu on the left.
  6. Click image for large view
  7. Click the schedule to modify.
  8. Click Edit.
  9. To rename the schedule, enter the new name. Note, when modifying an existing schedule, you cannot change the Time or Holiday designation of the schedule.
  10. Click image for large view
  11. Click Save.
  12. To modify an event, click anywhere in the Event row.
  13. Click The Edit Event window appears.
  14. Click image for large view

     

    Modify where applicable:

    • Edit the event name. This is typically the day of the week for the event.
    • Modify the start date and the end date. If this is a recurring event, these days can be the same.
    • Modify the start time and end time for the event. This represents your business hours for this day and when callers will hear your business hours greetings (for Auto Attendants).
    • Select the recurrence pattern for this event.
    • Select the weekly recurrence for events that should repeat each week on that day.
    • Select the yearly recurrence for holidays.
    • Select “None” for an occasion outside of a holiday – perhaps a special event day at your office.
    • Select the day of the week to have this schedule reoccur on that day every week.
  15. Click Save.
  16. Repeat steps for the remaining 6 days of the week.


Add Time Schedules

Additional schedules can be added and used by other features such as Call Center or user services such as Call Priority or Selective Forwarding. These other features may require unique business hours that are different than the normal business hours.

  1. Login to the My Account Portal.
  2. Click the My Site.
  3. Select a site from the list on the left.
  4. Click the Site Services tab at the top of the screen.
  5. Click Schedules.
  6. Click Add.
  7. Click image for large view
  8. Enter the name of the Schedule and select either “Time” or “Holiday”.
  9. Click image for large view
  10. Click Save.
  11. Click image for large view
    • Click Add to add an event.
    • Enter the event name. This is typically the day of the week for the event.
    • Enter the start date and the end date. If this is a recurring event, these days can be the same.
    • Enter the start time and end time for the event.
    • Select the recurrence pattern for this event.
    • Select the weekly recurrence for events that should repeat each week on that day.
    • Select the yearly recurrence for holidays.
    • Select “None” for an occasion outside of a holiday – perhaps a special event day at your office.
    • Select the day of the week to have this schedule reoccur on that day every week.
  12. Click Save.
  13. Repeat steps for the remaining 6 days of the week.
  14. Assign the time schedule to its service, such as Call Center, Selective Call Forwarding or Auto Attendant.


Modify/Add Holiday Schedules

Holiday Schedules contain multiple events.  These events represent the holidays that your company is closed.  It is recommended to create a new holiday schedule each year to ensure the dates and days in the schedule reflect when the offices are closed.

 

If the holiday schedule is assigned to the Auto Attendant Service, callers will be routed to the After Hours settings on your Auto Attendant.

 

  1. Login to the My Account.
  2. Click the My Site.
  3. Select a site from the list on the left.
  4. Click the Site Services tab at the top of the screen.
  5. Click Schedule on the menu on the left.
  6. Click the holiday schedule to modify.
  7. Click Edit.
  8. To add a new holiday schedule click Add.
  9. Click image for large view
    • To rename the schedule, enter the new name. For example, “Company Holidays”.

     

    Please Note: when modifying an existing schedule, you cannot change the Time or Holiday designation of the schedule. 

     

  10. Click Save.
  11. To modify an event, click anywhere in the Event row. Or click Add to add new holiday events.
  12. Click The Edit Event window appears.
  13. Click image for large view
  14. Modify where applicable:
    • Edit the event name. This is typically the name of the holiday. 
    • Select All day event if this holiday requires your office to be closed all day.
    • Modify the start date and the end date. If this is an all-day event, just select the start day.
    • Modify the start time and end time for the event. If this is an all-day event, these options will not apply.

     

    Select the recurrence pattern for this event.

    • Select the yearly recurrence for holidays.
    • Select “None” for an occasion outside of a holiday – perhaps a special event day at your office.

     

    If yearly, select either the date of the holiday or the day of the month the recurrence will take place.

  15. Click Save.
  16. Repeat steps for any remaining holiday’s events on the schedule.


Delete Time or Holiday Schedules

  1. Login to the My Account.
  2. Click the My Site.
  3. Select a site from the list on the left.
  4. Click the Site Services tab at the top of the screen.
  5. Click Schedules.
  6. Click the schedule (or anywhere in the row) to delete.
  7. Click Delete.
  8. Click Yes to confirm.