Set up queue opening hours

Dette emne er fortrinsvis for administratorer og/eller folk som bestyrer en Zylinc-løsning

Kun slutbruger-hjælpen er for tiden oversat til dansk. Hjælp til administration af Zylinc-løsninger er for tiden på engelsk.

All queues must have opening hours defined.

You set up opening hours configurations separately from the actual queue setup. Then you can refer to the opening hour configuration from the configuration of each queue that should use it. The benefit of that is that you can reuse an opening hour configuration across many queues, so that you don't have to specify the same settings again and again if you set up multiple queues that should have similar settings.

This is how you set up an opening hours configuration:

1. Log in to your Novus Configuration Manager, and, in the Contact center and PBX configuration section, select Queue opening hours.

2. Click Create new, or click Edit next to the name of an existing opening hours configuration. You can also Copy an existing opening hours configuration.

3. Make sure that the opening hours configuration has a descriptive name.

   Use a name that'll make it easy for you and any colleagues to recognize the opening hours configuration later. A very exact name, like Monday-Friday 09.00-17.00 can be a good idea, but in that case you must remember to edit the name if you later edit the configuration's opening days or hours. A name like Christmas can cause confusion, because Christmas doesn't cover the same days of the week every year, so in that case a more exact name, like Christmas week 2021 or Week 47 2021, will often be better.

4. Now you're ready to specify opening days and hours. To help you get started, a new opening hours configuration by default covers the opening hours Monday-Friday 08.00-16.00, which you can then edit to suit your organization's needs.

   • To add an element to the configuration, click the blue + button at the bottom of the page. This is useful, for example, if your organization closes one or more of its queues during lunchtime, siesta, or similar. By adding an element, you can then create two sets of opening hours for each day, for example Monday 09-12.00 and Monday 14.00-17.00.

   • To remove an element, click the gray – button next to the unwanted element.

   If you want to create an opening hours configuration for one or more queues that should always be open, the opening hours configuration should thus cover Monday 00.00-00.00, Tuesday 00.00-00, Wednesday 00.00-00 and so forth.

   How do we specify 'always closed'? Ideally, you would do that by creating an opening hours configuration, and then remove all of its elements by clicking the gray – buttons next to each element before you save it. However, an opening hours configuration must currently contain at least one element, so the best you can do is to create an opening hours configuration with the minimum possible opening time, which is one minute in a week, for example Sunday 00.00-00.01.

   Can we make exceptions to opening hours? You currently can't make exceptions to an individual opening hours configuration. An exception scenario could, for example, be Monday-Friday 09.00-17.00, except 25-26 December, when you're closed all day, and 27-30 December, when you're only open 10.00-12.00. The best you can do is to create separate opening hours configurations for the exception scenarios, and then change your queue configurations to refer to the exception opening hours configurations when required.

5. When you're ready, click Save.

You now have an opening hours configuration that you can refer to when you set up queues. Remember that you can set up multiple opening hours configurations if required.

Related: Set up queues