In the ACE Admin Schedules window you handle opening hours for IVR calls. At closed, the IVR normally reads out a message about opening hours instead of queuing and routing the calls to the agents.
To see and edit opening hours for your IVR, click on the 
icon in the Admin main window or select the Routing | Schedules... menu.
The opening hours for email and chat are set in the Opening hours window described in Basics about Opening hours
Editing opening hours requires the Modify schedules or Own schedules access right.
Normal opening hours for the standard week.
This is how you select a schedule:
This is how you select a schedule:
- First, pick the Organisation area and/or Subarea for the schedule.
- In the Schedule drop-down menu, select the relevant schedule’s name.
- Select with your mouse pointer a period in the scheduled seen to the left.
The Edit opening hours window is opened when you click on the schedule.
This is what you edit:
This is what you edit:
- Choose whether you want the selected period to be Open or Closed
- Set any new start and stop time under From time and To time and
the week days to be included in the schedule. The times and days you select here are ruling, regardless of which period you selected before this window was open. - Save with OK.
Exception dates whose deviant opening hours are seen in the miniature schedule.
Each exception date is connected to a Template day; a template to be used when the opening hours is not as default. Template days can be named Evening opening hours 17-19 or Half day 9-13.
This is how you add an exception date:
Each exception date is connected to a Template day; a template to be used when the opening hours is not as default. Template days can be named Evening opening hours 17-19 or Half day 9-13.
This is how you add an exception date:
- Click on the Add... button under the Template day field.
- In the calendar that opens you pick the date for your new exception day.
- Then select a suitable template day from the drop-down menu to the right of the date. The opening hours for the selected template day are seen in a miniature schedule to the right.
- OK saves your date with selected template date and closes the Schedules window.
You can also make your own template days, as described in Add IVR opening hours template day