Applying office hours

Last Updated : Mar 31, 2021 |

About this task

You can apply a designated calendar showing open and closed hours of the contact center. This calendar is used in the settings of email rule. You can respond to email messages by selecting the office hours calendar to send automatic messages to incoming email contacts. You can select which rule group to apply the global office hours to.

Note:

You can configure office hours only in the current local time zone of the Omnichannel Database server and not in the UTC time zone.

Before you begin

Create a calendar template with office hours or holidays.

Procedure

  1. Start Omnichannel Administration utility.
  2. In the navigation pane, click E-mail.
  3. Click Rule Groups.
  4. In the General Settings section, select the Will use Office Hours check box to automatically send an out-of-office type message to the customer when the contact center is closed.
  5. In the Out of hours Auto Response field, select the automatic response for the out of office hours notice.
  6. In the Calendar field, select the calendar you want to use to determine the business hours for your contact center.
  7. Click Save.