Table of Contents
Scope
Intended Audience: All Users
This article outlines how to create time frames. Time frames are used in conjunction with Answering Rules to configure call routing for a phone number or extension.
Requirements
- Basic User Access to Manager Portal or higher
NOTE: Basic Users may only create time frames for themselves. Office Managers and higher may create domain-wide time frames
Troubleshooting
Warning: Time frames containing the word "forward" can not be used with Time of Day routing. Please use the abbreviation of "fwd" instead. Use of the word "forward" with timeframes will break Time of Day routing display and prevent future editing of Time of Day routing.
Standard Time Frame
- Log in to the Manager Portal
- Navigate to Time Frames
- Select the Domain or User you wish to create a Time Frame for
- Click Add Time Frame
- Enter a descriptive name for the time frame
- Select the type of time frame:
- Always: Applies 24/7. Primarily used for routing for an unspecified period of time such as call forwarding
- Days of the Week and Times: Recurring Range of days and times. Primarily used for Business Hours
- Specific dates or ranges: Specified dates in the future. Primarily used for holidays or scheduled closings
- Configure any additional options, such as days and times or dates
- Click Save
Recurring Time Frame
- Follow the steps 1-5 in the above section to create a time frame
- When selecting the type of time frame click on the Custom option and click Save
- A new window opens up showing current custom timeframes.
- Click Add to add a new custom time frame
- Select your desired custom timeframe option. An example is Specific Dates.
The other options of Days of the Week and Holidays will allow you to set recurring timeframes more granularly - Select the desired date in which the time frame will start and end. For example on the last Friday of the current month
- Click the Plus icon to add the date you selected
- Click on the Recurrence drop-down
- Select the desired recurrence time. For example, the last Friday of every month
- Select the desired end date and hit Save
Holiday Time Frame
- Follow the steps 1-5 in the above section to create a time frame
- When selecting the type of time frame click on the Holidays option and click Next
- In the Holidays section of this window, you can find a database of preset holidays based on the selected country
- In the search bar you can type the name of the desired holiday and options will appear in a menu below, for example, New Year's Day
- In the Time section, you can select the start and end time for the holidays in this time frame
- In the Recurrence section, you can set how often the time frame reoccurs, click the drop-down menu to select your preference
- Click Next once your selections are completed
- In the new window you can set the work week and what happens to the holiday timeframe if it lands on a non-work day, click on the drop-down and select the desired behavior
- When finished hit Save