Opening hours

1. Navigate to Administrator page from main menu
2. Select “Telephony Setup”
3. Select Visual admin from the pane below
4. Press the button “Click here to edit your Switchboard solution”

The Visual admin is available for the company administrators or users with role access.

Exceptions can be used to temporarily change a call flow for some time.

1. Select a to and from date
2. Add a name for the exception
3. The new exception now shows up as a separate pane to right of the default opening hours

Click on the new exception pane and adjust the opening hours as you need. You can add new categories or click and adjust the existing opening hours. The colour grey is not defined (i.e. closed), while red is closed (as well) and used to override an open period.

It is possible to use temporary voice messages. To add a new voice message, you can open “Audio files” on the right side of the screen. Click “Edit” to open the audio file administration.

You can add sound files to the existing categories, or add new categories by pressing the “Categories” pane. To create a new sound file, select a category then upload an existing sound file or enter a number to record a new one. If you enter a phone number you will be dialed back and asked to record the message.

The recording is saved as the date/time of the recording.

When you have an IVR open, you can at any time test how the call flow work.

On the top press the play icon, then number and then the date/time you want to simulate for that call. You will be called back and the call will behave as if you called into the call flow at the specified date/time.

Q: What are opening hours used for?

A: Opening hours make sure callers are routed correctly depending on the time of day. You can use them to change how calls are handled during open and closed hours, show presence status to colleagues, and trigger announcements or queue logic.

Q: How do I access the opening hours settings?

A:

1. Click the main menu ☰.
2. Go to Administration.
3. Select the Telephony Setup tab.
4. Click Visual Admin.
5. Click Opening Hours in the right hand menu.
6. Click New opening hours, or edit existing opening hours by clicking the cog wheel.
7. Click Elements in the right hand menu
8. Add the Opening Hours element to your call flow by dragging it onto the call flow area.
9. Click the drop down menu on the Opening Hours element to select what category of opening hours to use.

Q: How do I set up vacation or summer opening hours?

A:

1. Click the main menu ☰.
2. Go to Administration.
3. Select the Telephony Setup tab.
4. Click Visual Admin.
5. Click Opening Hours in the right hand menu.
6. Edit existing opening hours by clicking the cog wheel.
7. Select From and To date. I.e. the period you wish to have different opening hours.
8. Click Add new exception.
9. Give the new exception a name. For example “Summer hours”.
10. Click the new tab, with the name you just gave it.
11. Edit the opening hours by clicking the fields for each day.
12. Click Save exception.
13. Now if you have the Opening hours element in your call flow, the new opening hours will be activated from the dates you chose. Make sure you have the correct Opening hours category selected in your call flow.

You can plan multiple future time periods like holidays, events, or seasonal hours.

Q: Can I make exceptions to opening hours for a specific date?

A:
Yes.

1. In Visual Admin, go to the Opening Hours tab in the right hand menu.
2. Select the opening hours category you want to edit by clicking the cog wheel.
3. Click Add a new exception.
4. Select the To and From date.
5. Click the new tab, and define custom hours for that period.
6. Save the exception and it will override the default schedule during that period.

Q: How do I play a message when we are closed?

A:

1. In Visual Admin, open your call flow.

2. Add a Sound block after the Opening Hours element.

3. Select a recording or upload a new one.

4. Link it to the closed-hours path.

This allows you to play messages like “We are currently closed” during non-business hours.

Q: How do I test that my opening hours logic works?

A:

1. Click the main menu ☰.
2. Go to Administration.
3. Select the Telephony Setup tab.
4. Click Visual Admin.
5. Click Show menu in the top to the left.
6. Click Test run IVR.
7. Enter phone number and time.
8. Click Run