Operational Function Enhancement

Hours of Operation and Holidays

ChaseData CCaaS has expanded its features and capabilities once again; the latest release includes the ability to define Hours of Operation for Inbound Call Management.

As you can see from the following pictures, you now have greater flexibility to tell the system how to determine if an inbound call is within normal Hours of Operation, so it can connect to an available Agent within those days and times, and play an Announcement and terminate call appropriately when not.

The following capabilities are included:

• Default of 24/7 inbound operations
  
• Custom hours of operations on a weekly basis
  
• Time Zone definition
  
• Independent Open and Close times for every day of the week
  
• Closed option for any day of the week so all hours are to be considered outside the hours of operations
  
• Default of no Holidays
  
• Custom Holidays on a calendar basis; add and delete Holidays
  
• Custom Holiday names
  
• Holiday hours on a per Holiday basis
  
• Closed option for any Holiday so all hours are to be considered outside the hours of operations.
  

Refer to the following pictures.

Another good thing is that you can start without any action on your part, and then customize progressively. Or you can fully customize from day one.

As you can see from the pictures, if you do not do anything, Hours of Operations defaults to 24/7 (every day of the year at any time of the day is considered normal operating hours).

If you just turn off the 24/7 mode, Hours of Operation will default to Monday to Friday, 9:00 AM to 9:00 PM, Closed on Saturday and Sunday, no Holidays accounted for.

Next, you can customize every day of the week independently, by either configuring Open and Close times for each day, or just setting it to Closed the whole day.

To take into consideration Holidays, you turn on the corresponding switch and proceed to define your Holidays as you please. You would name each Holiday, set the date on a calendar, and indicate whether it is an annual occurrence. You can customize every Holiday in the same way you do a regular day of the week, i.e. configuring Open and Close times for each day, or just setting it to Closed the whole day.

Hours of Operation is supported by a default call flow and greeting. The greeting can be customized through Greetings & Announcements, including Termination options; the Event Type to be used is NonWorkingHours. Refer to the following picture.

If you set Hours of Operation to anything other than 24/7 and you don’t configure any corresponding greeting, ChaseData still covers you. That’s because the ChaseData CCaaS system, as it is in similar cases, provides default out-of-the-box flow and greeting for inbound calls outside the Hours of Operation.

The default behavior for handling inbound calls outside the Hours of Operation is very similar to the NoAvailableOperators case that you are probably already familiar with; the system will play a default message indicating that there are no available operators (Agents) and offer the caller to leave a message.

When you finally decide to customize it, in Greeting & Announcements you set your Event Type to NonWorkingHours and upload your custom voice message or link to a Text-To-Speech (TTS) script you may have previously defined. You can set your Termination to any of the system options, e.g. Voicemail, Hangup, etc.

Powerful but simple! We suggest that you go on an try it. Feel free to consult with ChaseData Support if you have questions.