Purpose

The purpose of operation times is to ensure that inbound calls are being sent to the right place depending on the time of day that the relevant number is dialled. The Majority of our customers will use operation times to send calls outside of their working hours to a voicemail message, or an on-call service.

Levels

Operation times can be set at multiple different levels. These levels below are numbered in order of ranking.

1. Server/Tenant level (⚠Not Recommended⚠)

The highest possible level, this will set all inbound calls for the system to use the operation times specified, regardless of what number has been called.

Can be accessed by going to:

Settings > Servers > Click on server name > Click "Show Advanced Options" > Scroll down until you see "Operation Times" under the general settings.

2. DID level 

This will set the chosen DID to use operation times. This will only be used if the Server/Tenant level operation times are not active at the same time as the DID's operation times.

Can be accessed by going to:

DIDs > Click on the required number > Click "Show Advanced Options" > Click on "Operation Times"

3. Ring group/Queue level (⚠Not Recommended⚠)

This will set the chosen Ring group/Queue to use operation times. Setting Op times here is not recommended unless needed. Contact the escalation team if you think it is...

Can be accessed by going to: 

If on V5 or Lower, ring groups can be found under extensions

If on V6 or higher - Click on "Ring Groups, then Dial Groups or Enhanced Ring Groups > Click on the relevant group > Click "Show Advanced Options" > Scroll down until you see "Operation Times".

Operation Times Interface

You will be presented with the following page when clicking on Op Times

In the above example no configuration is currently set. You may however find that it looks like this instead:

The main part that we are going to focus on here is the "Closed Dates" section. This is where we can specify for Holidays like Christmas and New Year to be sent to different destinations than usual.

Under the Closed Dates section, click on the plus symbol on the right:

You will then be presented with new fields to enter information into:

Under description, enter anything appropriate. 

Under destination, enter the number where calls need to be sent to. The customer should specify if calls need to be sent to voicemail or somewhere else.

⚠ NOTE: If the customer has provided a custom message to be uploaded. You will need to create a new voicemail box and upload the message there. The new voicemail box will also have an extension number assigned, this will be entered into the destination field. ⚠

The date from and date to fields should be set to the dates which the customer has requested. The same should also be set for the times. If no times are specified by the customer, just set the times as: From 00:00 to 23:59.

Here is an example of a closed date entry:

In this case, the customer is closed for the 25th and 26th of December.

⚠ NOTE: If the customer is going to be closed for separated dates (for example - open on the 27th, closed on the 28th, open on the 29th) you will need to create individual entries for both the 27th and 29th. DO NOT create one entry for separate dates, as you will also closed any dates in between. ⚠