Custom Time Rules & Public Holiday IVR Setup

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

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

(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 - Chooses 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