Overview

Used in conjunction with the Apply Schedule workflow object, the Schedules module allows you to create and maintain working schedules for your campaigns.  The Apply Schedule workflow object will check the selected schedule and return a result of in hours or out of hours; you can then decide how you want calls treated for both results by adding the appropriate objects in the workflow.

  1. Open the Workspace

  2. Select Schedules from the Resources menu


1. How To Use Schedules

It is a good practice to create a Schedule Check Workflow as a stand-alone  workflow that can then be cloned and used as the beginning of subsequent workflows

A typical Schedule Check Workflow contains the three Apply Schedule workflow objects that check the following schedules:

  • Emergency Schedule

  • Public Holiday Schedule

  • Business Hours Schedule

Contact the ipSCAPE Helpdesk if the New Schedule icon does not appear in the top right-hand corner of the screen.


2. Create an Emergency Schedule

  • Resources > Schedules > New Schedule – Name your schedule Emergency & leave all calendar entries blank

  • To invoke an emergency, edit the schedule and add a beginning and end time

  • All workflows that check the Emergency Schedule will route calls based upon the In Hours result whilst the emergency is in place


3. Create a Public Holiday Schedule

  • Resources > Schedules > New Schedule – Name your schedule Public Holiday & leave all calendar entries blank

  • Program public holidays in advance as Exceptions (in hours) for the appropriate public holiday days

  • Where the public holiday may change from year to year, enter the dates as Fixed (for example Easter public holiday dates may vary from year to year)

  • Where the public holiday date remains the same each year enter the dates as Yearly (for example Christmas or Boxing Day)

You cannot schedule a public holiday for the current day.  As exceptions in schedules are checked by the system every night at midnight for the coming day.


4. Create a Business Hours Schedule

  • Resources > Schedules > New Schedule – Name your schedule Calendar or Business Hours for example.

  • Enter the open hours for your contact centre, or those campaigns that will use this schedule.

 


5. Add or Edit Operational Hours and Exceptions

 The Operational Hours feature allows you to maintain schedules that define the working hours for your multiple campaigns.

Schedule Exceptions allow you to add or maintain exceptions to the working hours for your multiple campaigns. 
Such exceptions might include public holidays, office shutdowns, or weekly team meetings. 

Exception (Out of hours) will follow the "Out Of Hours" branch on the "Apply Schedule Object" in the workflow, whereas Exception (In Hours) follows the "In Hours" branch.

  1. Open the Workspace.

  2. Select Schedules from the Resources menu.

    1. To create a new schedule, click New Schedule. The Add New Schedule dialog opens.

    2. To edit an existing schedule, click the Edit icon located to the left of the selected schedule. The Edit Schedules dialog opens.

Add or Edit the schedule as described in the following table:

Field Name

What should you do

Schedule Name

Enter a meaningful name for the schedule.

Time Zone

Select the time zone the schedule is running on

Please note the Campaign time zone overrides the schedule time zone if the "Select Campaign" Object is used before the "Apply Schedule" Object in the IVR.

 Add or Edit Normal operation hours:

  1. Click  next to the weekday name to add the Normal operation hours for the day

  2. Select the Start and End time. Click the Add icon to add more time slots to the same day.

Add or Edit Exceptions (Out of hours) and Exceptions (In hours):

  1. Enter a meaningful name

  2. Enter the Start and End date and time. Use the "All day" tick box if desired, then only dates need to be entered.

  3. Use the radio button to determine the occurrence (Fixed vs yearly)