Table of Content
Setting Up Individual Holiday Dates
To configure specific holidays:
- Navigate to Time of Day Settings: Go to Voice Apps > Callflows > Time of Day.
- Create a New Time of Day Rule:
- Click Add to create a new rule.
- Name the rule (e.g., "New Year's Day").
- Set Rule Type to Time Based Rule.
- Set Repeats to Date.
- Enter the Start Date and set Time to All day.
- Click Save.
- Repeat: Follow the above steps for each holiday that requires individual routing.
Creating a Holiday Time of Day Set
To group individual holiday rules into one set:
Navigate to Time of Day Set: Go to: System Settings → Voice Apps → Callflows → Time of Day Set.
Create the Holiday Time of Day Set:
- Click on Add Time of Day Set:
- Name the Time of Day Set rule (e.g., "Holiday Set").
- Drag the individual Time of Day rules from the Unselected Rule list to the Selected Rule list.
- Click Save to finalize the set.
Applying the Holiday Time of Day Set in a Callflow
- Select the Holiday Time of Day Set: When creating or editing a callflow, choose the Holiday Time of Day Set as the routing option. This allows all holiday-specific routing to be managed under one endpoint, simplifying the process.
Callflow Overview
Setting up holiday hours in Contact Center requires following a specific order of operations when creating callflows to ensure proper call routing.
Key Points:
- Order of Operations
- All Other Times: Configure this first, for after-hours or non-business hours.
- Holidays: Set this up next to ensure calls are routed correctly during holidays.
- Open Hours: Configure this last, for your standard business hours.
Steps to Set Up Holiday Hours Callflow
Access Callflows
- Navigate to Settings → Voice Apps → Callflows → Click on the Callflows box
Creating or Editing a Callflow
- Select Add Callflow or Edit existing Callflow from the Callflows section.
- Provide a Name for the Callflow and assign an Extension or Phone Number.
- For existing Callflows that need updating, Clone the callflow, make changes, and test before moving forward
Adding Time of Day
- Drag and Drop a Time of Day action to your Callflow.
- Choose the appropriate Time Zone for the Callflow or keep the Default Account Setup.
- Configuring the Menu for After Hours
- Drag and Drop a Menu and select Time of Day.
- Begin with the All Other Times Rule.
- Upload a Greeting and configure the play count and Timeout.
- Drag the following callflow under the menu you just at it to add an end point
- Setting Up Holiday Routing
- Drag a Menu and select Time of Day.
- Set up the Holidays setting.
- Upload a holiday-specific Greeting and configure the play count and Timeout.
- Drag the appropriate callflow under the menu you just added to set an endpoint.
Configuring the Menu for Open Hours
- Drag a Menu and select Time of Day.
- Set up the Open Hours setting.
- Name your menu, and upload a Greeting Message
- Allow Caller to dial extensions (Optional)
- Allow Caller to dial extensions (Optional)
- Configure the play count and Timeout.
- Drag the appropriate callflow under the menu you just added to set an endpoint.
- Select Callflow
- Save
