Dialogue Cloud

Business Hours

Note In Core 6.0 or higher the SharePoint sites Time Zone is used as active Time Zone. (Except for SharePoint 2010, here the setting "Timezone" is used.)

Purpose

Business hours are the configurable times, which set the availability of the 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..

With the Anywhere365 platform it is possible to set the Business hours of each separate UCC. Outside business hours an alternative message (Message Closed) will be played and customers can be given the opportunity to leave a voice mail.

One day can have multiple Business Hours, for example the morning from 08:00 to 12:00 and the afternoon from 13:00 to 17:00. If the UCC is closed one day, the business hours can be edited, but it is easier to use Holidays instead.

 

Training Video

 

Explanation per field

In order to manage Business Hours, the following screen should be filled in:

Item

Description

Start

This field contains the starting time of the Business hour. This must be in the (HH:MM).

End

This field contains the ending time of the Business hour (HH:MM).

 Tip: If End value is smaller or equal to the start then the Endtime is scheduled for the next day.

Day

Here the respective day can be selected.

AllDay

Note Replaces with "End = 00:00" after Core v 5.0.17324.0

Ignore the Start and End and opens the UCC all day. (But a Start and End time still needs to be present)

 

Create/Edit/Remove item

Item can be created, edited or removed.

Warning: Updates to the system take place in real-time. Entering the incorrect information here may cause issues with your software. Proceed with caution.