Symptom / Need

You need to set up business hours and holidays in the Manager to define service availability and call reception.

Context / Scenarios

• You want to set working hours for agents.
• You want to block receiving calls on holidays.
• You need to make sure that calls outside of normal business hours are not answered.

Answer (Solution/Recommendation)

Definition of holidays

1. Access the route: Settings > Schedule > Holidays .
2. In the first field, click the down arrow to open the calendar.
3. Select the holiday and click Add Holiday .
4. Each holiday must be added manually.
5. During these days, inbound will be blocked and calls will not be received.
6. If the holiday does not appear in the list, click Refresh .
7. To delete a holiday, right-click on it and select the delete option.

Creating work schedules

1. Access the working hours settings.
2. Please specify the following data:
   • Name of the schedule.
   • Start day and time .
   • Final day and time .
3. The time must be written in military format (24 hours) without punctuation marks.
   • Example: To indicate 6:00 pm, type 1800 .
4. Click Add Business Hours .
5. It is recommended to add each business day independently.

Example of schedule configuration

• Business hours: Monday to Friday, 08:00 to 18:00 .
• Calls outside these hours will be blocked or will receive an informative audio.
• Calls will not be received during weekends.

With these steps, the operation will be correctly configured according to the established schedules.