Scheduling Events
Scheduling allows you to route the caller according to a time schedule of events (actions) such as an announcement, or a lunch break. Actions are executed via the FLOW Time Schedule action cell.
A time schedule is a series of time layers which define when the actions are executed. Time layers are checked against the current date and time, according to the order in which they are added to the schedule, with the highest priority matched layer being used to return the action.
Once you have built the time schedule, you can assign it to services in the Command Centre.
Time layers are displayed in a schedule as discrete blocks, representing the start and end times of the scheduled action. The simple time schedule below, for example, has one time layer, 'Health Promotion May', active between 09:00 and 17:30, Monday 27th May to Friday 31st May.
The default display shows the current week. The start day is based on your locale. For example, in the UK this is Monday. You can change the start date; the start day changes accordingly.
Further information on time schedules, and the relative priority of time layers, is provided in the following sections:
Time Layers
A time layer is a time period configured for a specific time of the day, on specific days of the week and/or on specific dates/date ranges.
Example: You could configure a time layer for all days of the year, to route callers who call after opening hours to voicemail.
Example: your company has a policy of holding staff training days on the second Wednesday of every alternate month. You could configure a time layer for these dates to inform callers, via a prompt, that you are closed on those days.
You can change the default colour (white) of a time layer, to easily identify it.