Creating and Configuring Advanced Ring Schedules

Creating and Configuring Advanced Ring Schedules

Ring schedules are a critical part of your VoiceHub set up, as they dictate when and who should be rung based on your business needs. This helps you to balance the workload across your employees and improve work life balance, while also providing exceptional support to your customers.

Tour of the Advanced Ring Schedule page

Advanced Ring Schedule allows you to view your schedule in several different ways allowing you to choose what option fits best
With the calendar spanning out to 2099, you have the ability to plan your ring schedules months, and even years in advance!
You have the ability to download your schedule into a .ICS format to place directly on your work calendar and forward to the individuals assigned to the ring schedule
Advanced Ring Schedule allows you to toggle schedules on and off for easy changes to your daily schedule

Lastly, walk through the following steps on How to Create a Ring Schedule, which will help you better manage your ring schedules further in advance. Our former ring schedules only allowed you to schedule week by week, meaning that any team that had weekly changes to who was taking calls had to make those changes each week. With Advanced Ring Schedule, you can plan as far in advance as you want so you can evenly distribute call support across your team.

Once you've read these step-by-step instructions, if you still have questions, check out our Advanced Ring Schedule FAQ for popular questions and suggestions on best practices.

Step 1 – Schedule

On the first step of creating a ring schedule, you will be specifying the basics of your ring schedule:
Title – This can be anything of your choosing and should reflect what the purpose of the schedule is. Examples might include business hours, after hours, Thanksgiving, etc.
Time Zone – What time zone will this particular ring schedule be taking place in?
Start/End Dates and Frequency – This is where you will be specifying the time in which your ring schedule will take place. The recurrence will dictate how often the ring schedule executes. Here are a few examples of basic ring schedules and how you would set those up:

Title: Standard Business Hours
Start Date: Today's Date, Start Time: 8:00 a.m.
End Date: Today’s Date, End Time: 5:00 p.m.
Recurrence: Every weekday (Monday to Friday)

Title: After Hours
Start Date: Today's Date, Start Time: 5:00 p.m.
End Date: Tomorrow’s Date, End Time: 8:00 a.m.
Recurrence: Every weekday (Monday to Friday)

Title: Thanksgiving
Start Date: Nov. 25
End Date: Nov. 25
Recurrence: Select the All Day option next to End Date, and Does Not Repeat.

Step 2 – Answer Options

On the first step of creating a ring schedule, you chose WHEN a ring schedule will be performed, and on the second step you will be choosing WHO will be rung during this time. Your choices are:
Ring to Group – This option allows you to select a group of advisors that will be rung at the same time. This might be 1 advisor or could be 10+ depending on your use case. The secondary advisor section dictates who (if anyone) will be rung if the primary participants don’t answer. (Helpful Hint – You can dictate how long these groups ring within your team settings).
Ring to Call Tree – A call tree will allow your customers to hear numbered options upon calling your organization. These options will be directed to the advisors of your choosing. Examples of call trees might be “Press 1 for Parts, Press 2 for Precision, Press 3 for Service, etc.” (Helpful Hint – You will create your call trees in on the previous screen within your VoiceHub settings).
Go to Voicemail – As opposed to anyone being rung, there is an option to go directly to a Voicemail of your choosing. This is ideal for holiday situations where you don’t want anyone to ring but instead go to voicemail. (Helpful Hint – If there is no ring schedule set up at all, then it will go directly to voicemail, so while you could set up a ring schedule for certain situations that goes directly to voicemail you could also just leave a time slot blank and it will go to a default voicemail).
Would you like a greeting message to play? – If you choose the Ring to Group or Ring to Call Tree options, you will also see an option for whether customers will hear a greeting message. If you select No, then it will simply ring directly to whatever method you choose. For ALL recordings (greetings and voicemails), you will create these in a separate section in your VoiceHub settings. If you don’t have the one you need already created, then you can select the option to create, it will redirect you to that section, and then you can return to your ring schedule draft.

Step 3 – Voicemail

This final step serves as a summary of what you have set up thus far, and also will give you the choice to select what voicemail customers will hear if there is no answer. As stated above, all recordings (greetings and voicemails) can be created within your VoiceHub settings.

Here's an example of what several ring schedules may look like for you.

Getting Started

Once this new method of creating ring schedules has been enabled for your account, we recommend considering the following schedule examples to get started:
Business Hours (Monday through Friday)
After Hours (Monday through Friday)
Weekend Hours
Rotating weekly schedules (when considering using the custom recurrence)
Internal Recurring Team Meetings

Updated on: 02/25/2022

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