UCCX 12.5 - Changing Business Hours

This feature for Contact Center Express has not been enabled for most contact centers. We will begin enabling this feature in October 2022 for the contact centers using the Contact Center Management Page.

How to change your business hours. This feature is only available to supervisors with advanced capabilities.

This feature is for changing your normal business hours. Callers will hear your standard closed prompt if they call outside of these hours. You have your choice of three different types of Business Hours:

  1. 24 Hours X 7
  2. Fixed Hours - A fixed time range for some or all days of the week
  3. Flexible Hours - Time range can vary depending on day.

Changing Business Hours

  1. Sign in to Finesse. UCCX 12.5 - Agent Finesse Login/Logout
  2. Choose Advanced Capabilities in the left navigation bar.
  3. Click the blue Manage Calendar link under the Action column. You may need to scroll to the right portion of the screen to see this.
  4. Click on the Business Hours tab.
  5. Choose 24 Hours X 7 Days, Fixed Hours, or Flexible Hours

24 Hours X 7 Days

  1. There are no parameters for this configuration.
  2. Click the blue Save button
  3. You should receive confirmation that your calendar updated successfully.
    Confirmation message screenshot

Fixed Hours

  1. Select the days of the week that these hours apply. Unselected days will be closed.
  2. Fill in the time range. You only need to fill in Time Range 1. You can have up to 3 time ranges. You would use multiple time ranges if you have period of times when you are closed between times you are open such as being closed for meal breaks. The example below would be for a contact center that is open 9 to noon and then 1 to 5 p.m. Monday through Friday
    Fixed hours screenshot showing 2 time ranges
  3. When you are finished, click the blue Save button
  4. You should receive a Calendar updated successfully message.

Flexible Hours

  1. Select the days of the week that you are open. Unselected days will be closed.
  2. Fill in the time range for each line. You only need to fill in Time Range 1. You can have up to 3 time ranges. You would use multiple time ranges if you have period of times when you are closed between times you are open such as being closed for meal breaks. The example below would be for a contact center that is open 8 a.m. to 7 p.m. Monday through Friday, 9 a.m. to 4 p.m. on Saturday, and closed on Sunday
    Flexible hours example
  3. When you are finished, click the blue Save button
  4. You should receive a Calendar updated successfully message.

See Also:

If you need further help, please contact the DoIT Help Desk for assistance




Keywords:finesse contact center express calendars day days holiday holidays closed hours hour ccx change time times   Doc ID:121615
Owner:ELIZABETH C.Group:Voice Services
Created:2022-09-29 13:52 CSTUpdated:2022-09-29 14:21 CST
Sites:DoIT Help Desk, Voice Services
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