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Custom Time Rules & Public Holiday IVR Setup

  • Updated

For more information please see - How to set up a call flow using the IVR system & IVR Explanation

Holiday message.

 

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Custom Time rules:

Additional/Custom time rules can be added when you know the company will be unavailable on certain dates, some examples of custom rules

  • Business is on a training day/week etc. in the future.
  • Company is on annual leave
  • Holidays outside of the pre approved public holidays (see below)
  • Unexpected Events

 

 

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(In this example, company X is on annual leave for 2 weeks)

  • The Region has been set to the location of the business (highlighted in red)
  • Using the From - To Calendar button, The Date has been set for 14 days (highlighted in yellow) 
    for when this custom time rule will be actioned 
  • The First Action has been set to play a pre-recorded announcement/message that will let people know the status of the business during the 2 week period annual leave (highlighted in blue)
  • The Second Action has been set to let people leave a voicemail on mailbox 75 if they wish to do after hearing the pre-recorded announcement/message from the first action
  • Once complete, click on the Save Rules Button

 

 

Action Options

  • Do Nothing
  • Play Message - Plays a pre-recorded announcement/message which is uploaded to the announcement portal or you can record or overwrite current messages
  • Dial Extension - Selects a single extension/agent to call to
  • Join Queue - Joins a Hunt Queue for a particular group of extensions/agents
  • Go To Voicemail - Provides the caller to leave a voicemail within that voicemailbox 
  • Forward To - Forwards the call to an external phone number 
  • Go to IVR - Routes the call to another Call routing setup in your system

 

 

 

Public Holidays

 

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PLEASE NOTE:
If you would like to enable the Public Holiday option, you must select the country (location) relevant to the IVR. Once selected, you can view the applicable holidays by clicking the “Show Public Holidays” button, which will display a list of public holidays for that country.

It is also advisable to define the IVR action for those public holiday dates (for example, during the Christmas period), as shown in the example above.


PLEASE NOTE - if a public holiday is on a weekend, the system will not include the next weekday as the bank holiday (Christmas 2022 in Ireland was on the 25th & 26th so the 27th was counted as a bank holiday also as the holiday fell on the weekend) .

 

 

 

 

 

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