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Managing schedules for function numbers (ACD, attendant, hunt or IVR)
4 min
It explains how to manage the schedules of response groups and other function numbers in the VIP Plus service.
The VIP Plus administrator can manage the opening hours of answering groups (ACD, attendant and hunt groups). When a answering group is closed, a voice prompt can be played to the caller or the call can be forwarded to another number.
Adding Regular Opening Hours
- Log in to the VIP Plus administrator portal
- Select Numbers.
- Select the desired answering group or function number.
- After selection, the opening hours of the selected number will open under Schedule.
- Scroll down and select the Status under Default settings for incoming calls, i.e., whether the number is always:
1. Open = The number is always open
2. Closed = The number is always closed
3. Forward Calls (call forwarding) = calls are always forwarded to another answering group, IVR menu, external number or VIP user.
4. After selection, you can modify the status by adding exceptions. For example, if your customer service is open on weekdays from 8 am to 4 pm, you can set the number to always be closed in the Incoming Call Default Settings and add exceptions for the opening hours on weekdays from 8 am to 4 pm. - If you want to play a voice prompt to the caller, select a voice prompt from the list or add a new prompt. The voice prompt will be played to the caller when the default settings are followed, and no exceptions have been set to the default schedule.
- Press the Confirm button (V-shaped button) to save the Default settings for incoming calls.
- Press the + button, and select Add interval to modify the opening hours. For example, if your customer service is open on weekdays from 8 am to 4 pm, you can set the number to always be closed in Default settings for incoming calls and add interval for the opening hours on weekdays from 8 am to 4 pm.
- Name the interval and select a recurrence:
a. Daily = every day
b. Weekly = you can choose the days of the week on which the exception will be repeated
c. Monthly = you can select the days of the month on which the exception will be repeated
d. Yearly = you can select the days of the year on which the exception will be repeated
e. Not a reccurring event = You can choose the time period during which the exception will be valid. You can also add additional times if necessary.
Note! When you want to create a weekly schedule of opening hours Mon-Fri 8am-4pm, select weekly. - Once you have selected the repeat to occur weekly, set:
a. Select days to apply this = select weekdays with the same opening hours
b. Recurrence Start and End dates = You can choose whether the schedule is valid forever (Apply permanently) or for a specific period.
c. Status = Open, Closed or forward. In this example case, we will select Open.
d. Play prompt = Here you can specify the voice prompt that the caller will hear before the call is connected to the answering group. - When you are finished, select Save.
Adding public holidays to the schedule
- Log in to the VIP Plus administrator portal
- Select Numbers.
- Select the desired answering group or function number.
- After selection, the opening hours of the selected number will open under Schedule.
- Press the + button.
- Select Add public holidays.
- First, select a country and year. Choose either all public holidays or search for the desired holidays.
Note! By default, all holidays are set to closed. If you want to modify a specific holiday, search for it in the list and edit that day.
If you want to shorten the normal opening hours, set the start time, for example, to 12:00 if the number closes at 12:00 on that day, and set the status to closed.
8. When you are finished, select Save.