Business Hours

Note In CoreThe Core is the center of Anywhere365. It manages all the Dialogues. 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 UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers..

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)

 

Business hours Create/Edit/Remove

Business hours can be created, edited or removed.

Warning Updates to the system are real-time; therefore wrong entries might cause malfunctions.