Opening hours and operating modes

What it is for

A console has three operating modes. In day mode, calls enter the queue. In night mode, new calls go to the night action and do not appear in the queue. Special mode is a second, separate action for events or closings at short notice.

A weekly schedule with opening hours switches automatically between day and night. Independent of that, the operating mode can be forced by hand: in the administration and, if enabled, by the team lead directly in the console. A manual switch applies for a selected duration or until it is switched back.

Prerequisites

Licence module acd.
Permission: ROLE_APP_ACD_WORKSPACE and ROLE_APP_ACD_ATTENDANT to view, additionally ROLE_APP_ACD_ATTENDANT_EDIT to change. Administrators with ROLE_APP_ADMIN, ROLE_OWNER, ROLE_ADMIN or ROLE_SUPER_ADMIN have all rights of the area.
An existing console with at least one queue.
For switching from the console: an attendant with the role Lead and the setting Leads may switch day, night and special mode in the Behaviour tab.

Step by step: Define opening hours

Open the console and switch to the Times tab.
Under Times, select Opening hours. Always day works without a schedule.
Under Schedule, select an existing schedule or New schedule and enter the Name of the schedule.
Check the Time zone.
After Templates:, click a template, for example Mon to Fri 8:00 to 17:00.
Adjust From and To per weekday. Add time span adds a second span, for example after the lunch break. Copy Monday to Tuesday until Friday copies the Monday.
Read the line Right now (…) it would be:. It shows which operating mode the schedule results in at the moment.
Click Save.

Step by step: Define night action and special mode

Switch to the Texts & overflow tab.
Under Night mode, select the Action and enter the text or target. Use suggestion sets a default text.
Under Special mode, select the Action and enter the text.
Click Save.

Step by step: Switch the operating mode by hand

Open the console. At the top, Current operation shows the operating mode with its source.
Under Valid until, select the duration: until switched back, for 1 hour, for 4 hours or until the end of today.
Click Day, Night or Special.
To switch back to the schedule, click Automatic.
In the console, the team lead switches with Change mode: Automatic (schedule), Force day, Force night, Special mode.

Fields and options

Fields and options
Field / action	Meaning and use
Times	Opening hours: Day and night change automatically. Always day: no opening hours, night only by manual switch.
Schedule	Several consoles can use a schedule; changes apply to all of them.
Name of the schedule	At most 120 characters, unique.
Time zone	Time zone of the schedule. Default `Europe/Berlin`.
Templates	Mon to Fri 8:00 to 17:00, Mon to Fri 8:00 to 17:00 with lunch break (8:00 to 12:00 and 13:00 to 17:00), Mon to Fri 7:00 to 18:00, Sat 9:00 to 13:00, Around the clock.
From / To	Format `HH:MM`. The end may be `24:00`. Spans of one day must not overlap.
Holidays	List with Date, Name and Mode (night or special mode). The section requires a saved schedule. If the server does not report the function, it shows Holidays follow in a later version. Until then switch the console to night on holidays.
Night action	Announcement, then voicemail (default), Announcement only, Forward to a number, Hand over to a script. Applies outside the opening hours and when the console is switched to night. Default text: "Our reception is currently not staffed. Please leave a message and we will call you back."
Special mode	The same actions, default Announcement only with the text "Today we can only be reached to a limited extent. Thank you for your understanding."
Source of the operating mode	According to the opening hours, Holiday, Switched manually until …, Switched manually until switched back, No opening hours, always day.

Check the result and narrow down errors

The overview shows the current operating mode at the console. In night mode, the console shows the notice Night mode: new calls go to the night announcement and do not appear in the queue.
Test the night action: Switch to Night for one hour and call the number.
No opening hours entered: the console would always be in night mode. Enter at least one time span or select Always day.
Without opening hours the console is always in day mode. Notice with Always day.
Overlaps with another time span of this day. and The start must be before the end.
Unknown time zone.
Another schedule already has this name.
Incomplete; only matters when special mode is switched on. The action of special mode has no target or no text.
Checklist point Night action is complete red: Enter the missing target number or voicemail in the Texts & overflow tab.
The console reports Only a lead can change the mode.: The attendant does not have the role Lead or the permission is switched off.