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- How to Add Special Days
- Adding Special Days to Operating Hours
- Utilizing Dynamic Announcements
How to Add Special Days
- Select the New Icon next to Calendars
- A new calendar node will open.
3. Name it for the Calendar year you are going to assign the special days. Enter in the correct year in the year entry box.
4. Select the New Icon on the Special Days tab.
5. Add and label all the holiday/special days needed for the calendar year.
6. Drill down into the newly created calendar.
7. Select the add New Icon on the Days tab
8. In each new day entry, label it, enter in the date when the special day will occur, and from the special day drop down select the special day (created in the special days section – steps 4 & 5 above ) to associate with the date.
Adding Special Days to Operating Hours
- Select Business Structure under subsystems.
- Drill down into the contact center.
3. Next to Operating Hours, from the Add new drop down, select Operating Hours on Special Days view.
4. This will bring up the list of all special days created.
5. If your Enterprise will be closed on all special days, leave each special day unchecked.
6. For special days you will remain opened, check off the special day and specify in the “From” and “To” when the office will be open on that special day.
7. If you have multiple specials days open, but with different operating hours, you will need to select Operating Hours on Special Days view to bring up the list of operating special days a second time. In this second view you will need to select the special day you are open and the operating hours that differ from the previous special day operating hours.
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Upload a new .Wav file in the existing announcement and update the chat text. This will automatically update the file where it is currently being utilized in the interaction handling flow.
Typical Channel Interaction Handling flow:
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On the Special Days that are closed, it is connected to a Simple Play to play the Dynamic Announcement added within the simple play. The Simple Play activity will play the Dynamic Announcement audio file in case of voice calls and display the text prompts in case of chat sessions.
