Edit

Create a HOO Template

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Create a HOO Template
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Hours-of-operation template

Accessing the hours-of-operation configuration

  • Login to the Contact Center Management Console
  • To access HOO, select Contact Center Management > Routing > Business hours

create hoo template

Creating a new hours-of-operation-configuration

  • Select Partner > Business segment and Language and create a friendly name along with time zone for your configuration

    • Optional: Select additional conditions
  • Select a channel, the days, from and to time, and action. You can also specify a message to play by clicking on the upload icon. This will allow you to use a message in Content Management.
  • Another line should appear. You can add another variation of times, channels, days and actions. There cannot be any overlapping times/days.
  • Click save once you're done with all of the configurations for that partner, segment and language

create hoo template 2

Actions ID and actions map

Action Map
Connect Connect to next available agent without message
Connect Connect to next available message with message
Transfer Alt language will use alt queue with/without message
Transfer Transfer to VA with or without message
Transfer Transfer to Voicemail with or without message
Disconnect Disconnect play message
Disconnect Disconnect without message

Conditions

  • Conditions allow you to use additional attributes wth values to route conversations. This can help for exceptions to an overall configuration.

conditions

Searching for an HOO configuration

  • To search for a HOO configuration, go to Routing > Business Hours.
  • You can use the search, filter and sort options to find an existing configuration.

search hoo configuration

Cloning or deleting an HOO configuration

  • To clone a configuration, select the list view on the above references image.

clone hoo configuration

  • The copy and bin icon appear and you can use this to delete or clone a configuration.

NOTE: A partner, segment and language can only have one set of configurations. You will not be allowed to do multiple configurations on that grain.

Defaults

  • The default action is used if nothing else is specified in order to connect to next available agent without a message.
  • If transfer to alternate queue fails, the call will be disconnected, and we will not try to find another alternate.
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