04.8 Contact Hours

Owned by Kyle So (Deactivated)
Last updated: May 31, 2023
2 min read

One of the ways Noojee Administrator manages time based call routing is via Contact Hours.

Contact Hours provides an easy to manage means of defining the typical business hours of an organization and then having Call Routes utilizing it to route calls accordingly.

 

Contact hours allows defining exceptions to the standard business hours for such events like public holidays or staff meetings, etc.

 

Under the Provision menu, select Contact Hours

 

Here you can create a new Contact Hours by clicking on New and then fill out the

  • Name

  • Description

  • Team : Usually set to Global)

  • Timezone : Set the locale to which the opening hours will be defined for

  • Period : This could be a cyclic on a weekly basis, or for odd, even weeks, or just a single day

  • Start Date : The date this contact hours is valid from

  • End Date : This can be left open ended to be valid indefinitely.

 

On the exceptions tab, we can define events such as public holidays that would cause any checks against this contact hours to be treated as closed.

 

Once saved, checks against contact hours can be utilized in call Routes under Call Handling