Schedule

The Schedule action alters the call flow based on the user’s weekly schedule and, optionally, on the user’s holiday schedule.

The Weekly Schedule checks the time-of-day and day-of-week of each call. It then redirects the call according to the programmed Call Flow Action for that time and day. For example, a call flow owner can have all calls ring his extension during normal working hours, Monday through Friday. After hours and on weekends, all calls can be routed to the owner’s voice mailbox.

The Holiday Schedule checks the time-of-day and day-of-year of each call. If the call falls within a predefined Holiday range, Call Director moves the caller to the next action in the call flow for further processing.

A Weekly Schedule can have an unlimited number of time slots, with a minimum one-minute difference required between the set times. For example, the call flow owner can set their work hours for Monday through Friday as 9:00a.m. to 12:00p.m., 1:00p.m. to 2:30p.m. and 3:00p.m. - 5:00p.m.

A call flow can have multiple schedules inserted at any point in the flow.

The following table lists the configurable properties for the Schedule action and its possible results:

Item	Values (default = bold)	Description/Notes
PROPERTIES
Name	<user-definable> Schedule	Changing an action name renames all aliases of the action.
Weekly Schedule	--	Opens a pop-up window for defining work hours for each day of the week. If work hours are not specified, then the call is processed by the on-hours result.
Holiday Schedule	--	Opens a pop-up window for entering names, dates and times for holidays.
RESULTS
Off-hours	Message Center	The action taken when the current time is outside of the scheduled time slots. Default is to play an appropriate pre-recorded message, and then disconnect the call.
On-hours	Message Center	The action taken when the current time is within the scheduled time slots. Default is to play an appropriate pre-recorded message, and then disconnect the call.

Note: The Weekly Schedule and Holiday Schedule are managed by call flow owners through Call Director only.

Programming a Schedule Action

To program the Schedule action:

On the Call Flow page, add the Schedule action to the call flow.
Under When I receive a Call, click the Schedule action listed in the call flow. The action's Properties and Results appear at the bottom of the window.
Do one or both of the following:
To configure a weekly schedule, click Weekly Schedule. The Weekly Schedule window opens.
To configure a holiday schedule, click Holiday Schedule. The Holiday Schedule window opens.
If the window fails to appear, check to see whether your browser is using a pop-up blocker.

Enter or modify the schedule as needed. Click Apply and then OK to save the information, and to return to the Call Flow main page.
Assign actions as required to the On-hours and Off-hours results.
Click Save. The call flow is saved.