Holidays

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

A holiday is a selected period when 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. is closed. In this case, the Business hours will be overruled.

With the Anywhere365 platform it is possible to configure Holidays for each individual UCC. During a Holiday the UCC will be closed and an alternative message (Message Closed) will be played and customers can be given the opportunity to leave a voice mail.

 

Training Video

 

Explanation per field

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

Item

Description

Holiday

This field contains the name of the Holiday.

Start datetime

This field contains the start datetime of the holiday. This can be done with either the calendar function or by typing the date manual (DD/MM/YYYY) and selecting the timestamp.

End datetime

This field contains the end datetime of the holiday. This can be done with either the calendar function or by typing the date manual (DD/MM/YYYY) and selecting the timestamp.

IVRQuestion

This field contains alternative IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. Question (IVRHolidayQuestionItem) that should play during the holiday. If empty the Message Closed will be used.

Item

Description

Holiday

This field contains the name of the Holiday.

Date

This field contains the date of the holiday. This can be done with either the calendar function or by typing the date manual (DD/MM/YYYY).

 

(Optional) Create alternative IVR Question

  1. Open the IVR List

  2. Open the tab "Items"

  3. Select the dropdown for "New Item"

  4. Select "IVRHolidayQuestion" Item

  5. Fill in the field as a normal IVR Question. Learn More

 

Holidays Create/Edit/Remove

Holidays can be created, edited or removed.

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

  1. Open the Holidays list.

  2. Select the “Add new item” button.

  3. Enter the correct data in the window that appears.

  4. Select the “Save” button.

  1. Open the Holidays list.

  2. Tick the respective Holiday.

  3. Select the “Edit Properties” button.

  4. Enter the correct data in the window that appears.

  5. Select the “Save” button.

Warning The administrator is responsible for removing potential links with other entries in the database.

  1. Open the Holidays list.

  2. Tick the respective Holiday.

  3. Select the “Delete Item” button.