Once you have added all the hours and exception dates have been added to the Working Hours Schedule page, you can assign the schedule to one or more Queues/Queue Groups or IVRs/IVR Groups. Groups are for selection purposes only, to enable the selection of multiple queues as parameters or assignments or activation. When groups are selected, the group is not the entity that gets selected or deselected, but rather it is the members of that group at the time of selection or deselection that are selected or deselected. For example, if a schedule is applied to a group of queues, the group selects all queues in that group. If the group is modified, the deselection only removes queues in that group at the time of deselection.
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Only one schedule can be assigned to any given queue or IVR at a time, therefore if schedules are already applied to your queues or IVRs and you apply new schedules to those same queues or IVRs, the new schedules will replace the old schedules. |
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To assign a schedule to a queue or IVR
Follow the instructions for accessing the Working Hours page as outlined in Working Hours.
- Scroll to the schedule you want to edit, and then click Assign.
- The Assign Schedule dialog box appears. All available queues appear in the Queues tab, while all available IVRs appear in the IVRs tab.
- In the Queues tab, click to select one or more of the queue checkboxes from either the Queues column or the Group Selection column. You can also click Select All to select all the checkboxes at once.
- In the IVRs tab, click to select one or more of the IVR checkboxes from either the IVRs column or the Group Selection column. You can also click Select All to select all the checkboxes at once.
- In the Queues tab, click to select one or more of the queue checkboxes from either the Queues column or the Group Selection column. You can also click Select All to select all the checkboxes at once.
- Click OK when done. The Assign Schedule dialog box closes and the status next to the selected schedule changes from Not in use to In use in the Working Hours page.
TIP: When making changes to a Queue/IVR Group to which a schedule has been applied to previouslybefore, always click Deactivate this bulletin in all queues and then re-select the Queue Group to ensure the queue group changes are updated, otherwise. Otherwise, the queues assigned to the queue group will not reflect the changes made to the selected queue group - The dialog Assign Schedule closes and the status beside the selected schedule changes from "Not in use" to "In use".
- Once a schedule is assigned .
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