Time frames define when an organization is open, closed, or operating under a specific schedule such as holidays or exceptions. These settings determine how incoming calls are routed across extensions and answering rules. This article provides an overview of time frame types and how they are used to support consistent call handling within the Level365 platform.
Once you have created your time frame(s) see our Answering Rule guides below
Time Frames are not just limited to one time use. They can be edited or added to as needed.
To add or edit a Time Frame, first go to Time Frames:
From the Time Frame list, click "Add Time Frame" in the top right:
Types of Time Frames
The default answering rule should be set to your normal business hours. Time frames can then be added for closed hours, holidays, and other exceptions.
A Time Frame set to Always applies to all hours of the day (24/7/365)
This type is used to define office hours. Each day has its own check box. Check the days to which the time frame will be applied, and then click into the time fields to set the start and end time.
Each day can be split into two ranges to configure the time frame as an after hours schedule by clicking the Plus Sign next to each day:
The recurrence of this type of Time Frame to Every Week or Custom
When the Time Frame is set to Custom, the start date needs to be set, as well as the recurrence. the end date will also have to be set.
This can be used for specific days off, such as for company wide meetings, Winter/Spring Breaks, etc.
With Specific Dates and Times, select one or more days in one line and set the Start and End Times within 15 minute increments. More than one date can be set within one Time Frame.
The Holidays Time Frame can be set to have active for Observed Holidays yearly, meaning Holidays won't have to be set manually every year.
First, select Each Holiday in the Holidays Tab
- There is a filter for Country and State/Province to filter holidays for a specific region.
- When searching for Holidays, the ones selected will appear in a list below the Search Bar. Information when the next date the holiday will occur will be listed on the right hand side.
- The start and end times can be set for the Holiday Time Frame. This is an option to set the holiday call flow for only typical business hours.
- The recurrence can be set for each holiday. The system will pick up set dates of each holiday every year and activate the Time Frame on the correct date.
In the tab Observed Holidays, there are options that can be set to regard the holiday depending on the day of the week.
- The days can be highlighted for when business is typically open. Blue is when the business is open, gray is when the business is typically closed.
- There are three actions to choose from for when the holiday would be observed:
- Observe on holiday only
- Observe on next workday
- Observe on prior workday