Configuring Schedules

Content

Schedules let you define business hours and can facilitate proper routing of inbound calls to your ShoreTel Connect CLOUD phone system. Schedules can be used by hunt groups and by the auto attendant.

The ShoreTel Connect system supports the following types of schedules:

Hours for on-hours and custom schedules are configurable. Holiday schedules let you identify the days when your organization is otherwise not open for business. Off-hours are considered all time that is not entered in the other schedules.

The following logic determines which schedule is active:

  1. The auto attendant first looks for the Custom schedule.
  2. If a Custom schedule has not been configured, the auto attendant or hunt group looks for the Holiday schedule.
  3. If the Custom or Holiday schedule have not been configured, the auto attendant or hunt group looks for the On-Hours schedule.
  4. If the Custom, Holiday, or On-Hours schedule have not been configured, the auto attendant or hunt group looks for the Off-Hours schedule.

ShoreTel Connect Portal forms the Off-Hours schedule from all the hours not scheduled in the other modes. If you do not create a schedule for at least one of the other modes, the Off-Hours schedule includes all hours.

Configuring the On-Hours Schedule

  1. Log in to the ShoreTel Connect Portal.
  2. On the Phone System menu, click Visual Call Flow Editor.
  3. Do one of the following:
    • To edit an existing on-hours schedule, click the name of the on-hours schedule in the list, and then click Edit on the toolbar.
    • To create a copy of an existing on-hours schedule, click the name of the on-hours schedule in the list, and then click Copy on the toolbar.
    • To create a new on-hours schedule, click Add on the toolbar, and then click On-Hours Schedule.

    The parameters for the new or existing on-hours schedule are displayed in the Editor Panel.

  4. Specify the values as appropriate. (For more information about the on-hours schedule parameters, see the On-Hours Schedule Parameters table.)
  5. Click Finish (located below the interactive diagram).
On-Hours Schedule Parameters

Parameter

Description

Name

The name of the On-Hours schedule. You can enter a name in this field for a new schedule or edit it for an existing On-Hours schedule.

Time zone

The time zone that applies to the schedule. Select a value from the drop-down list.

Add

Click Add to add a new element in the On-Hours schedule. A new row appears on the page, and you can enter details for the schedule element.

Day

The day of the week to be included in this On-Hours schedule. By default, all seven days of the week are included, but you can add or delete days as needed.

Start Time

This displays the start time of this element of the On-Hours schedule. Enter the start time of a new schedule element or edit the start time of an existing schedule element. The format is HH:MM AM or PM.

Stop Time

This displays the end time of this element of the On-Hours schedule. Enter the end time of a new schedule element or edit the end time of an existing schedule element. The format is HH:MM AM or PM.

All Day

Click to change the start time to 12:00 AM and the stop time to 11:59 PM, indicating a 24-hour period of time.

Remove

Click to remove a schedule row from the page.

Configuring the Holidays Schedule

A holidays schedule can contain multiple holidays. All holidays are full-day, 24-hour holidays; no time periods can be set for holidays. A Custom schedule must be used for any partial-day holidays.

NOTE: Currently, a maximum of 11 holidays can be added to each holiday schedule. If more than 11 holidays are added, the additional holidays cannot be edited or deleted and the holiday schedule will not save. To reduce the number of holidays listed to a maximum of 11, you will need to delete holidays from the initial list of 11.

  1. Log in to the ShoreTel Connect Portal.
  2. On the Phone System menu, click Visual Call Flow Editor.
  3. Do one of the following:
    • To edit an existing holidays schedule, click the name of the holiday schedule in the list, and then click Edit on the toolbar.
    • To create a copy of an existing holidays schedule, click the name of the holiday schedule in the list, and then click Copy on the toolbar.
    • To create a new holiday schedule, click Add on the toolbar, and then click Holidays Schedule.

    The parameters for the new or existing holidays schedule are displayed in the Editor Panel.

  4. Specify the values as appropriate. (For more information about the holidays schedule parameters, see the Holiday Schedule Parameters table.)
  5. Click Finish (located below the interactive diagram).
Holiday Schedule Parameters

Parameter

Definition

Name

Displays the name of the Holiday schedule. You can enter a name in this field for a new schedule or edit it for an existing Holiday schedule.

Time zone

Select the appropriate time zone from the drop-down list.

Add

Click Add to add a row for a holiday to the page.

Holiday

The name of the holiday.

Yearly

Select this check box for holidays that you want to observe every year.

Date

Click in the data entry field to select a date from the calendar that is displayed or type a date in the format
MM/DD or MM/DD/YYYY.

Remove

Click to delete a holiday from the page.

Configuring the Custom Schedule

Custom schedules override on-hours and holiday schedules when there is an overlap.

  1. Log in to the ShoreTel Connect Portal.
  2. On the Phone System menu, click Visual Call Flow Editor.
  3. Do one of the following:
    • To edit an existing custom schedule, click the name of the custom schedule in the list, and then click Edit on the toolbar.
    • To create a copy of an existing custom schedule, click the name of the custom schedule in the list, and then click Copy on the toolbar.
    • To create a new custom schedule, click Add on the toolbar, and then click Custom Schedule.

    The parameters for the new or existing custom schedule are displayed in the Editor Panel.

  4. Specify the values as appropriate. (For more information about the custom schedule parameters, see the Custom Schedule Parameters table.)
  5. Click Finish (located below the interactive diagram).
Custom Schedule Parameters

Parameter

Definition

Name

The name of the Custom schedule. You can enter a name in this field for a new schedule or edit it for an existing Custom schedule.

Time zone

Select the appropriate time zone from the drop-down list.

Add

Click Add to add a new element in the custom schedule. A new row appears on the page, and you can enter details for the schedule element.

Custom Name

The name of the Custom schedule element.

Date

Click in the data entry field to select a date from the calendar that is displayed or type a date in the format
MM/DD or MM/DD/YYYY.

Start Time

This displays the start time of this element of the custom schedule. Enter the start time of a new schedule element or edit the start time of an existing schedule element. The format is HH:MM AM or PM.

Stop Time

This displays the end time of this element of the custom schedule. Enter the end time of a new schedule element or edit the end time of an existing schedule element. The format is HH:MM AM or PM.

Remove

Click to remove a schedule row from the page.

Related Articles

Using the Visual Call Flow Editor
Configuring Auto Attendant Menus
Configuring Hunt Groups
Configuring Pickup Groups
Configuring Paging Groups
Configuring Emergency Hunt Groups
ShoreTel Connect Portal Documentation

ShoreTel Dates

Created Date 2016-08-12 - Modified Date 2017-07-31


Article: 000012048