FAQs: Schedules

Schedules

What is a schedule?

Schedules allow you to set your availability, business hours or custom action hours. Schedules are used when assigning actions to numbers, extensions, menu items and more. Creating a schedule for Monday-Friday, 8am-5pm will give you the option to route calls to one destination during those hours and after those hours calls will be routed to a different destination.

Do you have an example of a schedule?

Business-related Schedule:
The Original Pizza House is open 10am to 9pm Monday through Thursday including Sunday; 10am to 11pm Friday and Saturday. During normal business hours, calls are routed through the queue, but all calls made after-hours are forwarded to a recording which informs customers of the business hours and location as well as the option to leave a message for the catering manager.

Residential-related Schedule:
Your children hop into bed at 8pm during the school week, leaving evenings open for the parents to spend quality time together. Don’t let calls interrupt or wake the kids by setting a schedule and having all calls after 8pm forwarded to voicemail.

What steps do I need to take to create my new schedule?

Select Schedules link from the navigation bar then select the Add Schedule button to begin. Enter your available hours. This schedule will now be available to apply when defining your phone number, extension and menu item destinations. Route calls received during your available hours to one destination and calls received outside of available hours to a different destination (e.g., send callers to voicemail).

How do I get an “after hours” greeting for my “after hours” schedule?

First, you must record the After Hours greeting for your customers to hear. To record, please make sure you have logged into your account and selected on the Greetings option from the menu bar. Instructions on how to record are provided on this page for your convenience.

Make sure to save the recording as After Hours.

Locate and select the Extensions option from the navigation bar in your account and select the pencil and paper Settings icon located to the right of the extension you wish to work with.

When the extension is open, select on the Call Handling Rules link then select the Edit option.

When the Call Handling Rules box opens, select the option to apply the settings to calls received during your schedule.

How do I select the Number Action options using a schedule?

After you have created a Schedule on the Schedules page it will be shown in the list of schedules to use when you are creating your Call Routing Rules with your extensions.