Introduction
This article describes the process for creating a Global Schedule and adding a Routine Schedule and Holidays via the Global Settings section of the Premier Contact Point Administration module.
Background
Schedules are used by Contact Flows and Queues to determine time of day and holiday routing. Where an organisation has more one or more Contact Flow or Queue it is beneficial to create a Global Schedule which can be called from multiple Contact Flows and Queues.
There are three possible routes a contact can take when a schedule check is performed.
- Business Hours
- After Hours
- Holiday
How to create a Global Schedule
- Select Global Settings from the Administration menu panel.
- Navigate to the Global Schedules tab and click add.
- Enter a Schedule Name in the provided field then click Save.
- Navigate to the Routine Schedule tab and click add. Set the day, opening, and closing times in the pop-up editor or select an existing entry that needs to be changed and click edit. Once all entries have been entered, click Save.
- Navigate to the Holidays tab and click add and set the holidays in the pop-up editor.
- Click Save.
Once a global schedule has been created it can be applied to a Contact Flow or Queue via the Schedule option.
If an Exception Schedule entry is present it will override the Routine schedule.
Calls received outside the Routine Schedule hours are considered as after hours.
Holiday routing will apply for the entire 24-hour period of a date entered in the holiday schedule.