Admin Portal – Time Schedules

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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 be 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. Log in to the Enterprise Portal.
  2. From the Site dropdown, select your site.
  3. Select the Advanced Services tab.
  4. Select Scheduling under Site Package Settings.
  5. Click image for large view
  6. Select the schedule to modify.
  7. Select Edit.
  8. 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.
  9. Click image for large view
  10. Select Save.
  11. To modify a scheduled event, select the event and click Edit.
  12. The Edit Schedule Event window appears.
  13. Click image for large view
  14. Modify where applicable:
    • Edit the event name. This is typically the day of the week for the event.
    • If this is an all day event, check All Day Event.
    • Modify the start date and start time for the event.
    • Modify the end date 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).  For Example, Monday 9:00am to Monday 5:00pm.
    • Next, select the recurrence pattern for this event under the Recurrence tab.
      • Select None for an occasion outside of a holiday – perhaps a special event day at your office.
      • Select Weekly recurrence for events that should repeat each week on that day. Select the day of the week to have this schedule reoccur on that day every week.
      • Select Yearly recurrence for holidays.
    • Select Save.


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. Log in to the Enterprise Portal.
  2. From the Site dropdown, select your site.
  3. Select the Advanced Services tab.
  4. Select Scheduling under Site Package Settings.
  5. Select Add.
  6. Click image for large view
  7. Enter the name of the schedule and select Time.
  8. Select Save.
  9.       

    Click image for large view
  10. Find the new event and select Edit.
  11. Select Add to add an event.
  12. Enter the event name.  This is typically the day of the week for the event.
    • If this is an all day event, check All Day Event.
  13. Enter the start date and start time. If this is a recurring event, the start date can be the same.
  14. Enter the end date and end time for the event.
  15. Under the Recurrence tab, select the recurrence pattern for this event.
    • Select None for an occasion outside of a holiday – perhaps a special event day at your office.
    • Select Weekly recurrence for events that should repeat each week on that day. Select the day of the week to have this schedule reoccur on that day every week.
    • Select Yearly recurrence for holidays.
  16. Select Save.
  17. Repeat steps for the remaining 6 days of the week.
  18. 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. Log in to the Enterprise Portal.
  2. From the Site dropdown, select your site.
  3. Select the Advanced Services tab.
  4. Select Scheduling under Site Package Settings.
  5. Find the holiday schedule to modify and select Edit. Or, to add a new holiday schedule, select Add.
  6. Click image for large view
  7. To modify an event, within your a Holiday Schedule, select Edit. Or, to add a new holiday event, select Add. The Edit Schedule Event window appears.
  8. Click image for large view
  9. 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 by selecting the Recurrence tab.
      • 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.
  1. Select Save to save your changes.
  1. Repeat steps for any remaining holiday’s events on the schedule.


Delete Time or Holiday Schedules

  1. Log in to the Enterprise Portal.
  2. From the Site dropdown, select your site.
  3. Select Scheduling under Site Package Settings.
  4. Select the schedule to delete.
  5. Select Delete.

Click image for large view