Time Schedule

The Time Schedule feature lets you set and manage your organization’s working hours, holidays, and exceptions for call handling.

When a Time Schedule is assigned to a user, it determines when calls will be delivered. Calls outside of the defined hours — such as evenings, weekends, or holidays — will automatically be skipped. Calls are only attempted during active working hours, based on the schedule you create.

To create a Time Schedule, follow these steps:

1. Click on the Add New Time Schedule button:

Navigate to the Time Schedules tab and click on the  symbol on the bottom right of the screen.

2. Fill in the Time Schedule Details:

A form will appear where you need to enter the Time Schedule details, such as:

• Title
• Timezone
• Working Days
• Working Hours

 

Setting Working Hour Exceptions

The Time Scheduler allows you to fine-tune your call flows by setting exceptions for specific days — such as public holidays, company events, or personal days.

These exceptions override the regular working hours so that calls are managed according to your defined rules.

To create a working hour exception, fill in the following fields:

• Name – A label for the exception (e.g., Christmas Holiday or Team Event).

• Type – Choose whether the exception applies to Working or Non-Working hours.

• Repeat – Set how often the exception repeats: Once, Monthly, or Yearly.

• From – Select the start date and time for the exception.

• To – Select the end date and time for the exception.

With these options, you can easily configure your system to automatically skip or allow calls during special dates without having to adjust your main schedule.

Click save once the configuration is complete.

Assign a Time Schedule to a User

Once you’ve created a Time Schedule, you can assign it to any user in your system.

1. Locate the user

   • Go to the Users menu and find the user you want to assign the Time Schedule to.

2. Assign the Time Schedule

   • Click on the Time Schedule column for that user and select the schedule you created.

   • Alternatively, you can click Edit User, then assign the Time Schedule from the Edit User menu.

3. Apply to all contact methods

   • Once a Time Schedule is assigned, it will automatically apply to all of that user’s contact methods.

💡 Tips for Assigning Time Schedules

• Plan ahead for holidays: Create recurring schedules for public holidays (e.g., yearly on December 25th) so you don’t have to reconfigure them every year.

• Test after assigning: Make a quick test call to confirm the Time Schedule is working as expected for the user.

• Use clear names: Label your schedules clearly (e.g., “Business Hours – Sales Team” or “Holiday Schedule”) to avoid confusion when assigning.

• Flexibility for individuals: If some employees work flexible shifts, you can create separate Time Schedules and assign them to individual users.