To change inbound call center hours:
- From the Service editor select the inbound service to be adjusted.
- Select the Inbound tab to view the hours currently set for this service.
No set hours means the inbound line is never "Closed" and will always look for agents logged in before bridging to the voicemail number (as set on the Message).
Hours set 00:00 – 00:00 means the inbound line is always closed. This will generally route to the voicemail number, but callers may be routed to a message or IVR.
All times are in ET.
- To set weekly/daily hours, choose the Configure Hour(s) button from the bottom of the screen. To adjust for a certain date (such as a holiday) choose the Add Absolute Date button.
- Set the start and end time for each individual day, weekday vs. weekend, or the absolute date and select Ok.
- Select the Save button to save all updates.
Users can close hours for all inbound services in a given call center by deselecting the Call Center Open checkbox in Call Centers editor. Please see Call Center Closure Feature document under User Hub>Quick Reference Documents for more information.