10.3 Incoming Call Handling tab

This tab sets where calls go at each time. It has five sub-tabs: Open Hours, Closed Hours, After Hours, Lunch Hours and Holiday Hours.

Figure 10.4 Incoming Call Handling, Open Hours

Sub-tab	Description shown on screen
Open Hours	Set the daily operating hours for your office.
Closed Hours	Route calls that arrive while the office is closed.
After Hours	Route calls that arrive outside business hours.
Lunch Hours	Route calls that arrive during the lunch break.
Holiday Hours	Route calls that arrive on a configured holiday.

1. Click the sub-tab for the time period, for example Open Hours.
2. Under Incoming Call, choose Route 1 (required). The list offers USERS, GROUPS, IVRS and VOICEMAIL, for example an IVR menu or a group.
3. Choose a second destination in Route 2 where needed. In Figure 10.4 Route 1 is an IVR and Route 2 is greyed out; on the Closed, After and Holiday Hours sub-tabs Route 2 is marked as required (*).
4. Repeat for the other sub-tabs, for example send Closed Hours and Holiday Hours to a voicemail box.
5. Click Save.

The Lunch Hours sub-tab can only be used when Closed For Lunch Hours is ticked on the Office Hours Strategy tab. Until then it shows the message in Figure 10.5.

Figure 10.5 Lunch Hours before lunch hours are enabled

note

• For the schedule to take effect, point a phone number at it (Number > Assign to > Office Hours, chapter 15) or use it as a route in an IVR.
• User cannot set target for route 2 when route 1 is selected as a IVR or Voicemail. Route 2 will be disabled in this case.