Creating or editing a schedule

To create or edit a schedule, go to Schedules. Schedules is located within the Administration product area in Vonage Contact Center admin portal. For information about accessing and navigating Schedules, see Accessing and navigating Schedules.

Within Schedules, to create a new schedule, click Create a schedule. If you want to edit an existing schedule, click its name in the list. A new or existing schedule appears.

Provide the following information:

Name

Provide a name for your dashboard. This name must be unique in your account.

Time zone

Select a time zone from the list. All time calculations within the schedule use the time zone you select.

Default service status

Select the default service status. This status acts as a fallback for a schedule. If no service statuses are configured for the applicable time, the default service status applies. Initially, Default service status is set to Open.

Each schedule includes two service statuses by default: Open and Closed. Statuses are saved for a schedule only if they're used; therefore, these two statuses may not be present if you save the schedule without using them.

Custom statuses

If you don't want to use Open or Closed statuses, you can create a custom status. To create a custom status, click + Add new within Default service status. Type the new of the new custom status. Custom statuses behave exactly the same as Open and Closed.

Weekdays and weekends

Activating days

Each day of the week can have a timetable that specifies the service statuses that apply at different times. To activate a day, select the checkbox alongside its name. If you don't activate a day, the default service status applies to all times on that day. When you activate a day, you can configure the service statuses that apply at times throughout the day. 

Configuring periods

You can have as many time periods as required in each day's timetable. Time periods must not overlap and can't last more than 24-hours.

To add or remove periods, click the  (plus) or minus  (minus) button on the right side of the specific day’s timetable. If your timetable already covers 24 hours, the plus button doesn't appear.

Firstly, select the service status that applies to the period. If you need to create a new service status, you can do so using the Default service status list as described in the Custom statuses section earlier in this page.

Each new period's start time (From) is based on the previous period's end time (To). For example, if your last period’s To time is 12:00 PM, then the next period’s From time will be 12:00 PM by default. These two periods will be adjacent but not overlapping. The service will determine whether 12:00 PM refers to 12:00 PM or 11:59:59 AM.

Each new period’s end time is always rounded to the next full hour. For example, if your last period is set from 09:30 AM to 10:30 AM, the new period will be set from 10:30 AM to 11:00 AM, or, if your last period is set from 10:00 AM to 10:49 AM, the new period will be set from 10:49 AM to 11:00 AM.

Copying to all selected days

Sometimes you may want to use the same timetable for multiple days of the week. To streamline the configuration process, define the most common timetable for Monday, select the days you want to apply the same timetable to, and click Copy to all selected days to the right of Monday's timetable.

Special days

To create and configure a special day, click Add new in the Special days section.

Provide a name for the special day and the date it occurs on. If required, turn on Repeat annually to make the special day recur each year. By default, Repeat annually is off, meaning the special day occurs only once for the selected year, after which it is inactive.

Configure the periods as described in the Configuring periods section earlier in this page. The only difference is that you can apply a single service status to the entire day. To do so, turn on All day. By default, All day is off by default, meaning the timetable for a special day will follow the same rules as any other timetables, including falling back to the default service status.

When you finish configuring a special day, click Add. Your special day appears in the list, including when it's due to occur. Repeating days include a label to indicate they repeat. 

To edit or delete a special day, hover over the special day card and click pencil  icon to edit or the delete  icon to remove it.  

When you have finished setting up the schedule, click Save.