UCCX 12.5 - Using the calendar function

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 use the calendar function within Finesse. Please note that this functionality has only been enabled in the WIDA and Financial Aid contact centers. Only designated supervisors have this capability within Finesse.

  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. The Manage Calendar page has three sections
    1. Business Hours - This is where you set 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. You can use time ranges within these types if your business hours are nonconsecutive. For example, you close from noon to 1 p.m. every day for lunch. UCCX 12.5 - Changing Business Hours
      1. 24 x 7 days- You can select this option if the contact center works 24 hours and 7 days a week.
      2. Fixed Hours- You can select this option when the business has fixed working hours for the selected business days of the week. A maximum of three time ranges can be configured. Examples of schedules that would work with Fixed Hours:
        1. Open 8 to 5 Monday through Friday and closed on Saturday and Sunday
        2. Open 7 to noon, closed for lunch from noon to 1 p.m., open from 1 to 5 p.m., closed for dinner from 5 to 6 p.m., open from 6 to 10 p.m., 7 days a week
      3. Flexible Hours- You can select this option when the business has different working hours for different days of the week. You can also configure different working hours for each day of the week. You can configure up to three time ranges for each day. Example of scheduled that work with Flexible Hours:
        1. Open 8 to 5 Monday though Thursday, open 8 - noon on Friday, closed Saturday and Sunday
        2. Open 7 to noon, closed for lunch from noon to 1 p.m., open from 1 to 5 p.m. Monday through Friday, open 8 to noon on Saturday and Sunday.
    2. Custom Business Days - These are specific days when your hours will different than the standard business day. A Custom Business Day will override your standard business hours configured in the Business Hours section. For example, your call center is open limited hours during spring break. You can configure up to 40 Customer Business Days. Callers will hear your standard closed prompt if they call outside of these hours. If you would like them to hear your holiday message, you may override the default closed prompt in Application Management. UCCX 12.5 - Adding and Deleting Custom Business Days
    3. Holidays - These are specific days when your contact center will be closed. You can configure up to 40 holidays. Callers will hear your holiday message if they call on any of these days. UCCX 12.5 - Adding and removing a holiday
  5. All changes to hours will take place immediately after you save the changes.

See Also:

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