Introduction

Time Frames are set periods of time that you want your phone system to follow. This could include scenarios such as business hours, after hours, and holidays.

Note: Creating Time Frames only makes the system aware of these periods. A time frame by itself does not cause the system to perform any action during these times. The time frame must be assigned an action in either the “Inventory” for the domain or “Answering Rules” for the user.

This guide will explain how to set up Time Frames for your inbound call routing as well as for individual users. 

For a video demonstration:

Creating a Time Frame for the Domain

To create a new Time Frame for inbound calls to follow:

1. Login to the VIP Portal for Managers and select “Time Frames” from the navigation buttons.
2. Within Time Frames, you will see any Time Frames that have been created by users as well as the name of your domain. Click on your domain name.
3. Click “Add Time Frame” on the upper right side of the screen.
4. Give your Time Frame a name. Common names would include business hours, after hours, and holidays. Please note that the name cannot be changed unless you delete it.
    

5. Select when you would like this Time Frame to take place. You are presented with five options: 
   • Always: makes this time frame always in affect. This serves as a catch all when no other option applies. Click “Save” to complete your new time frame.
   • Days of the Week: makes a weekly schedule such as business hours and after hours. 
     • Name the time frame and select “Days of the Week.”
     • Select the “Days of the Week” tab and select the days you would like to include in the time frame.
     • In each day, select the hours you want the time frame applied to.
     • The drop-down arrow allows you to set an every week recurrence or customize it to a specific schedule.

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   • Specific Dates: makes the time frame only in affect during a specific date range and time such as an office closure with the option for recurrence.
     • Name the time frame and select “Specific Dates.” Select “Next” or select the “Specific Dates” tab.
     • Enter the date and time you want to add to the time frame and select the to add it to the time frame. Repeat the process to add additional days.
     • Select the drop-down menu next to Recurrence to customize when this will recur if needed.
     • Select “Save” to complete the time frame.

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   • Holidays: allows you to select from national and international holidays and make them recur each year.
     • Name the Time Frame and select “Holidays.”
     • Search for or click in the “Search holidays” box to show all United States holidays.
     • Select the holiday or holidays and the times you would like to make this time frame cover. This can be the entire day or just during normal business hours.
     • To make these recur annually, select the Recurrence drop-down menu and select “Yearly on selected holiday.”
     • Select “Next.”
     • Set observation rules for when holidays occur on certain days such as when a holiday falls on a weekend.
     • Select “Save” to finish the time frame.

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   • Custom: creates a time frame that combines days of the week, specific dates, and holidays together.
     • Name your time frame and select “Custom” and “Save.” 
     • Select to add a time frame for days of the week, specific dates, and/or holidays. 

Enabling a Time Frame for the Domain

To enable your new time frame in your domain, you will need to associate it with a phone number in the “Inventory” section of the portal or with an auto attendant.

To associate the time frame with a phone number:

1. Click on the “Inventory” button at the top of your screen.
2. Click on the number that you would like to associate the time frame with. This will open a new dialogue box.
3. Switch the “Enable Time Frames” to “Yes.”
4. To add the new time frames to your phone number, select the drop-down arrow to add a new rule. Select the new time frame and click the green “+” icon. Repeat this step for any additional time frames that you have created.

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5. For each time frame, use the “Treatment” drop-down menu for each time frame to choose either a user, call queue, voicemail, auto-attendant, PSTN number, or Fax Server. After you choose the “Treatment,” select the destination such as a specific user, auto attendant, call queue, etc. Click “Save.”

NOTE: When arranging your time frames, make sure your Holiday time frame is at the top of the list and your Default is at the bottom. When a call comes in, it will start at the top of the list and work down to find an applicable time. If “Holiday” is under business hours, it will follow that one first even if it is a holiday. Holidays are the exception to your call flow rules.

If you have an auto attendant that will be offer the same options regardless of which time frame it is associated with, you can assign an auto attendant greeting to play during a specific time frame. To associate the time frame with an auto attendant greeting:

1. Select “Auto Attendants” from the buttons at the top of the page.
2. Select the Auto Attendant you would like to edit. Within the auto attendant, select “Intro Greetings.”
3. Select “Add Greeting” and choose how you would like to add your greeting: Text-To-Speech, Upload, or Record. Once you have created your greeting, select the time frame you would like to have the message play.
4. Add any additional messages by following the same process and click “Save.”

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5. Click on “Inventory” and select the phone number you would like to associate the auto attendant with. 
6. Keep Enable Time Frames set to “No.” In the Treatment drop-down menu, select “Auto Attendant” and put the extension of the auto attendant in the blank. Click “Save.”