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Comprehensive Guide to Scheduling

Last updated on Jan 14, 2025

Overview

This guide provides step-by-step instructions on setting up scheduling for client accounts in Voice. You will learn how to set time zones, default states, business rules, and override settings for specific departments or individuals.

Setting Up Scheduling

Setting Description Options
Time Zone Set the office location's time zone. [Choose time zone]
Default State Determines how calls are handled. Business Hours, After Hours, Holiday
Rules Define specific hours or days of operation. Customizable hours and days for operation

  1. Access the Client Account

  • Navigate to the Customers section by clicking Customers > [Client Name]. In the example above, we used a parent customer, "VitalCare Wellness Center" as a reference.

  • Go to the Schedule Tab

  • Click the Schedule tab to access scheduling options.

  1. Set Up Time Zone

    • Choose the time zone from the Time Zone dropdown.

    • Time zone settings applied to the parent customer will cascade to child customers, if applicable.

  2. Set Default State**

  • The Default State determines how calls are handled. Options include:

    • Business Hours. The time when the organization is open to handle calls and services.

    • After Hours. The time outside business hours when the organization is closed or has limited staff. Calls can be routed to voicemail, an after-hours message, or an on-call team.

    • Holiday. Pre-scheduled dates when the organization is closed. Evo Voice can handle calls with special greetings, voicemails, or alternate routing.

    • Custom. To set up a custom state, manually type the name of the state instead of selecting one from the default options. Detailed instructions on how to do this are provided below on this page.

  • Modify hours of operation by creating specific rules (detailed below).

5. Set Up Rules

  • Click New Rule to define business operations.

  • Example: Set Business Hours as Monday-Friday, 8:00 AM - 5:00 PM. Apply the rule weekly, and assign it as Business Hours.

  • Similar rules can be created for After Hours and Holiday Hours.

6. Test Your Schedule

  • Select a schedule to test. By default, the system uses the current time, but you can modify the date and time.

  • Click Check Schedule to receive a confirmation notification.

  • To verify manually, you can call your default reception number once the flow is applied to ensure rules are applied correctly.

Setting Up Rules

Rules are customizable settings that define business hours operations. Use the guide below to create new rules or modify existing ones.

Setting Description Options
Name Specify the name of the rule, making it relevant to your business's hours of operation. User Input: Text field to define the rule name.
Type Schedule the rule frequency. Once: Single date, Daily: Start and end dates, Weekly: Specific days, Monthly: Specific days of the month, Yearly: Specific day and year.
When Define when the rule applies. Forever: Continues indefinitely, For: Limits the rule to a specific number of applications, Until: Sets an end date.
Time Specify the time schedule applicable to the selected days. User Input: Text field to define the time range.
State Choose the operation type. Business Hours, After Hours, Holiday.
Priority Assign a priority to determine which rule runs first. Default is 1. Higher numbers take precedence. Avoid duplicates to prevent system conflicts. User Input: Numeric field to set the priority order.

  1. Creating Rules

    • Click New Rule and fill in the following:

      • Name: Clearly define the rule (e.g., "Business Hours").

      • Type: Frequency of the rule (e.g., Once, Daily, Weekly, Monthly, Yearly).

      • When: Specify the days the rule applies. Options:

        • Forever: Continues indefinitely.

        • For: Limited number of occurrences.

        • Until: Ends on a specific date.

      • Time: Define the start and end times.

      • State: Select the applicable state (e.g., Business Hours, After Hours, Holiday).

      • Priority: Higher values take precedence. Avoid duplicate priority numbers.

  2. Deleting Rules

    • Click the Delete button next to a rule and confirm the deletion.

  3. Updating Rule Priority

    • Adjust priorities as needed. For example, setting a priority of 2 for a new holiday rule places it above a 1 priority business hours rule.

  4. Rules Inheritance

    • Rules from parent customers are inherited by child customers or individual DIDs. Override these rules by creating specific schedules for child customers or individual contacts.

Adding a Custom State

In the previous steps, we used predefined states like Business Hours, After Hours, and Holiday. However, you also have the option to create your own custom state. This is useful when you need to make sudden changes to your schedule or update phone numbers.

For example, we’ll create a new state called Call Forward.

Steps to Add a Custom State:

  1. Create a New Rule: Start by creating a new rule.

  2. Set a Time Schedule: Define the time range for this rule.

  3. Enter the State Name: In the "State" column, type the name of your custom state. For this example, type "Call Forward".

  4. Save the Settings: Click Save to apply your changes.

  5. Test the Rule by selecting a date within the rule. Then click Check Schedule. Verify confirmation.

Customizing Child or DID Schedules

  1. Access the Child Customer

    • Go to Customers, search for the child customer, and open it. Example: "Receptionists."

  2. Create a Rule

    • Click the Schedule tab and then New Rule.

    • Example: Set a "Leave" rule from January 2-6, with a higher priority than inherited rules.

  3. Save and Test

    • Save the new rule and test by selecting a date within the rule range (e.g., January 3, 2025). Verify confirmation.

Settings Applied from Parent to Child Customers

Settings such as Time Zone, Default State, and Rules applied to parent customers are automatically inherited by child customers. These settings cannot be changed at the child level unless overridden at the parent level.

Ideal Operating Hours Setup

  • Define general operating hours (Business Hours, After Hours, Holidays) at the parent level for global application.

  • Customize schedules at the child customer or individual contact level as needed.

Additional Information

  • Parent vs. Child Customers:

    • The parent customer represents the main client or company.

    • Child customers are departments or individuals under the parent. Use the Children settings in the Customers section to set up this hierarchy.

Troubleshooting Tips for Adding New Rules in the Schedule Tab

There are instances where adding a new rule in the Schedule tab produces incorrect results. This often happens when the rule is created on a computer with system settings different from the customer’s timezone.

To avoid this issue, follow these steps:

  1. Determine the Customer’s Timezone:

    • Check the contact’s timezone.

    • Most of the time, the timezone is predetermined by the parent company or customer (in Voice).

  2. Update Your Computer’s System Timezone:

    • For Windows 11:

      • Open Settings > Date & Time > Time & Language > Timezone.

      • Select the timezone that matches the customer’s timezone.

    • For macOS:

      • Go to System Settings > Date & Time.

      • Turn off Set time and date automatically, then select a city in the customer’s timezone.

  3. Create or Update the Schedule Rules:

    • Once your computer’s system time matches the customer’s timezone, proceed with creating or updating the rules.

  4. Save and Test the Settings:

    • Save the updates and test to ensure everything is working as expected.

  5. Revert to Your Original Timezone:

    • After confirming everything is correct, reset your computer’s timezone back to the original one.

By following these steps, you can avoid timezone mismatches and ensure accurate scheduling.

Next: to link the scheduled rule you’ve set up, follow this guide.