Schedules for IVRs included in cloud service

The Routing | Schedules... menu choice is used to determine opening hours for the IVRs placed in Telia Company’s net, i.e., the ones included in a service packaged Telia CallGuide. What is specified under Schedules... is connected to call flows in CallGuide IVR VCC and in CallGuide IVR Gateway. In order for a schedule to function it must be linked to all object that exist in your so-called dialogue flows.

Opening hours for chat and email entrances, and for entrances and menu choices in Routing | Opening hours... menu choice. Under Opening hours you are not allowed to specify anything concerning service based IVR.

To use the functions you find under the Schedules... menu choice, the contact center solution must be the service produced in Telia Company’s net. In addition to this, you require the Own schedules access right.

The opening rules in the service based IVRs are based upon standard week, general typical days, and exception days, belonging to a certain schedule. Using the Schedules... tool you can

• add, remove and rename schedules,
• define a standard week with hours for open and closed respectively,
• add, remove, define, and use template days,
• define exception dates and their respective hours for open and closed.

Access rights for schedules and template days

In the scheduling function you find the following:

• Schedule
  Opening hours for the IVR, i.e. when it is open to receive and distribute calls. In the schedule you specify the normal opening hours for a week, as well as exception dates, when the opening hours do not match the normal weekly schedule. An exception date is specified with a date and a reference to a specific template day.
• Template day
  A schedule for a specific day. Could be named Day before holiday, Extra opening hours evening.

To have access to the functions described in this section, you require the access rights to

• own global schedules,
• modify global schedules,
• own schedules,
• modify schedules. Schedules and template days that are not affiliated to a specific organisation area or subarea are called global. Global schedules and template dates are available for all users, regardless of access areas.

If you have any of the access rights above, you can look at schedules and template dates affiliated to the organisation areas you have access to, including all, if any, affiliated subareas. You can also look at schedules for another organisation area, provided you have an indirect access right to it, by having access rights to one or more of its subareas.