How Do I Add a Date (time) to an Existing Holiday/Weather/Emergency Call Routing?

How Do I Add a Date (time) to an Existing Holiday/Weather/Emergency Call Routing?

Changing Your Call Routing

Clarity Voice is committed to customizing your Domain's Call Routing to support your Business. 
  1. The instructions listed here are meant to empower you to make changes to your Call Routing if you should need or want to.   Please do not hesitate to reach out for major changes, guidance, or just a refresher training.  


How Does Call Routing Work?

Call Routing consists of two pieces.  
  1. The Phone Number itself and the Routing User or Extension that it initially points to.

  2. Where the call should go next (Answering Rules) and when the forwarding of the calls should occur (Time Frames). 



How Can I Add a One Time Change to My Call Routing?

  1. Time Frames determine "when" Routing occurs.  Once a Time Frame has been created, additional Date/Times may be added to the Time Frame at any time. 

  2. Reusing Time Frames helps eliminate multiple, confusing Answering Rules in your Routing.   
    1. For example, rather than set up a separate Routing for every Holiday, we will generally set up a single "Holiday" Time Frame and a matching Answering Rule that will forward the calls during that time.

Instructions
  1. If you are changing your Domain's Routing, you must be in your Manager View.  Choose Manage Organization or Manage Call Center, depending on your Permission Level.
    1. Choose the Time Frames Tab.


  2. Click the Domain name so that you can edit these Time Frames. 

    1. The list of Time Frames will open. Hover over any of the Time Frames and choose the Edit pencil icon if you would like to add a Date to the Time Frame. 
      .  

  3. The Time Frame will open. Choose Specific Dates if this is a one time occurrence. Then choose Next.


  4. Use the dropdowns to select your time/dates for this addition.  Then choose the + icon to select the date.

    1. You will see the date you selected below the selection fields. 


  5. Once you have your selections made, simply choose Save.
    1. Your Time Frame will now display. 

How Can I Add a Recurring Time to My Call Routing?

  1. Time Frames determine "when" Routing occurs.  Once a Time Frame has been created, additional Date/Times may be added to the Time Frame at any time. 


Instructions
  1. If you are changing your Domain's Routing, you must be in your Manager View.  Choose Manage Organization or Manage Call Center, depending on your Permission Level.
    1. Choose the Time Frames Tab.


  2. Click the Domain name so that you can edit these Time Frames. 

    1. The list of Time Frames will open. Hover over any of the Time Frames and choose the Edit pencil icon if you would like to add a Date to the Time Frame. 
      .  

  3. The Time Frame will open.  You will now see a list of options for your Time Frame.  If you would like to use the same times over more than one day or week, choose Days of the Week.  Then select Next.


  4. Choose the days and times that you would like to use.  
    1. If you hover over your selection, you will have the option to Copy to All if needed.


    2. You also add one additional time for that day. Simply click the + icon then add in your second time. 


  5. Now scroll down.  Choose your Recurrence. You have the option to choose Every week, or to choose Custom. 

    1. Custom includes the option to have the time repeat until a specific date. 


  6. Once you have your selections made, simply choose Save.

    1. Your Time Frame will now display, including the amount of recurrence and any end date that was selected.  When/if your Time Frame expires, you will see the word Expired beside it.  You may always edit the Time Frame with a newer date at any time.


How Do I Add a Recurring Holiday to My Routing?

Holidays may now recur in your Routing as well.  

  1. If you are changing your Domain's Routing, you must be in your Manager View.  Choose Manage Organization or Manage Call Center, depending on your Permission Level.
    1. Choose the Time Frames Tab.


  2. Click the Domain name so that you can edit these Time Frames. 

    1. The list of Time Frames will open. Hover over any of the Time Frames and choose the Edit pencil icon if you would like to add a Date to the Time Frame. 
      .  

  3. The Time Frame will open.  You will now see a list of options for your Time Frame.  If you would like to use the same times over more than one day or week, choose Holidays.  Then select Next.


  4. You may use the Search bar to search for your Holiday as needed.  Once you have your selection, it will appear below the Holidays Search bar.


  5. Add your times by using the dropdown.  Then, choose whether the Holiday Does not recur, or continues to recur Yearly on selected holiday.



    1. If you choose for it to recur, you will have the option to select if this recurrence should never end, or end on a date.


  6. Once you have your selection, choose Save.  Your date settings will now display.


What About If My Holiday Occurs on a Weekday or other Scheduled Day?

You always have the option to set a special rule to cover this scenario.  

  1. Simply choose Observed Holidays.


    1. You may hover over any description to get additional details.


  2. First, select what your normal work weekdays are. This tells your routing what counts as a work day.


  3. Then, make your selection of what to do if the holiday occurs on a weekday. For example, Labor Day occurs on a Monday.  Depending on your type of business, you may only observe the Holiday only, may observe the previous day as well, or may observe the holiday and the next day. 


  4. Once you have your selection, choose Save.  

Need More?

Try our Portal Guides!  Each Permission Level has a Guide specifically created for them with an interactive Table of Contents so that you may skip quickly to the relevant section. 

Admin/Manager Guides

  1. "Office Manager" Admin Guide
  2. "Advanced User" Admin Guide
  3. "Call Center Supervisor" Admin Guide
  4. "Site Manager" Admin Guide

Only have access to your own Extension?  

Your Extension has access to Voicemail, Profile Settings, Extension Routing, and more!  
  1. "Call Center Agent" Portal User Guide
  2. "Basic" User Portal User Guide

Looking for Information on How to Use a Toggle Time Frame?

Click here: Toggle Codes

Want to know more about Training or Routing?


Give our Customer Service Team a call at 1-800-676-3995!   We are available Monday-Friday 8am-9pm EST. 
Prefer to open a Request?  Click here to open a Ticket Request!

We’re here to help you find better, easier ways to run your business.

    • Related Articles

    • How to Manage Call Routing

      Managing the Domain's Call Routing Clarity Voice is committed to customizing your Domain's Call Routing to support your Business. The instructions listed here are meant to empower you to make changes to your Call Routing if you should need or want ...

    • How Do I Use Recurring Time Frames?

      Changing Your Call Routing Clarity Voice is committed to customizing your Domain's Call Routing to support your Business. The instructions listed here are meant to empower you to make changes to your Call Routing if you should need or want to. Please ...

    • How Do I Change the Greeting in My Auto Attendant?

      Auto Attendants Auto Attendants give your Domain the ability to share information and/or give your caller choices before routing the call to you. We will set up all of your Auto Attendants for you initially. After the Auto Attendant(s) are created, ...

    • "Call Center Supervisor" Admin Guide

      What is the Call Center Supervisor Permission Level? "Call Center Supervisor" Permission Level means that your Permission Level has access both to your own Extension and the ability to view and edit the Call Queues that you have been assigned to. ...

    • How to Add Greetings to Your Auto Attendant

      Auto Attendants Auto Attendants give your Domain the ability to share information and/or give your caller choices before routing the call to you. We will set up all of your Auto Attendants for you initially. After the Auto Attendant(s) are created, ...