Dialogue Cloud

How to Configure UCC Timezone

Introduction

When in an Anywhere365 environment with multiple timezones. Each UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). An UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. can have it's own timezone. Configuring timezones will have effect on:

  • Business hours

  • Holidays

  • Timerjobs

  • Workjobs

  • CDR Database

 

How to Configure UCC Timezone

Core 6.0 (or higher) with SharePoint 2013 or higher

  1. Navigate to the UCC settings site

  2. Open Site Settings (top right corner)

  3. Under Site Administration open Regional settings

  4. Use the drop down Time zone to select the desired timezone

  5. For all changes to apply, you need to restart the UCC.

 

Core 5.0 (or lower) or SharePoint 2010

  1. Navigate to the UCC settings site

  2. Open Site Settings (top right corner)

  3. Under Site Administration open Regional settings

  4. Use the drop down Time zone to select the desired timezone

  5. Open the list Settings

  6. Add new item

  7. Enter as TimeZone as key

  8. Use the drop down Value to select the desired timezone

  9. For all changes to apply, you need to restart the UCC