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.

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

Creating a Time Frame for the Domain

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

1. Login to the Portal for Office Managers and select “Time Frames” from the navigation buttons.
2. Within Time Frames, you will see any Time Frames that users have created 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
   three options:
   1. Always: makes this time frame always in affect.
      • Click “Save” to complete your new time frame.
   2. Days of the week and times: makes a weekly schedule such as business hours and after hours.
      • Select the days you would like to include in the time frame and use the slide buttons to pick the specific times for each day.
      • To add a break in the middle for lunch or before and after business hours, click the plus icon on the right side. Click “Save” to complete the time frame.
        
        
         
   3. Specific dates or ranges: This makes the time frame only in effect during a specific date range and time, such as an office closure for a holiday.
      • To enter multiple dates at one time, select the “plus button” to add another day.
      • Select “Save” to complete the time frame
        
        

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.
   
   
    
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, or PSTN number. After you choose the “Treatment,” select the destination, such as a specific user, auto attendant, call queue, etc. Click “Save” 
   
   
   
   

   Holidays

   When arranging your time frames, ensure 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 offered 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: TextTo-Speech, Upload, or Record. Once you have created your greeting, select the time frame you want the message to play.
4. Add any additional messages by following the same process and click “Save.”
   
   
    
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.”