Configure Your Time Zone

If you are finding your Callback or Appointment times are not as expected, it may be caused by a time zone setting configured in your profile. VanillaSoft gathers information from your profile as well as the contact's information when scheduling a Callback or Appointment so it is necessary to make sure the correct information is present. Configure your time zone settings for your local time by following the steps below.

Note: If any changes are made, they will only take effect moving forward. Any previously scheduled Callbacks and/or Appointments will not be updated automatically. To find out more about updating your previously scheduled contacts, read our Reschedule or Cancel a Callback/Appointment article. 


As a Caller

  1. Log in to VanillaSoft as a Caller.
  2. Click on your username in the top-right corner.
  3. Open the Time Zone drop-down and select the proper time zone. 
  4. One done, click Save.


For an External Agent

  1. Log in to VanillaSoft as an Admin.
  2. Select the Project where the External Agent resides.
  3. Open the Workflow/Routing menu from the top
  4. Go into the Appointment Setting submenu, and select Manage External Agent.
  5. Open the Time Zone drop-down and select the proper time zone. 
  6. One done, click Save.


If Time Zone Settings are Correct

If your time zone settings were correct and no changes were made, but the schedule times still aren't as expected, then it might be how the information is presented. When you schedule a Callback and/or Appointment, you are presented with 2 times:

  • Contact's Time - This time is determined by the contact's information. To find out more about a contact's time zone, read our Configure Contact's Time Zone article. 
  • Caller's Time - This time is determined by the time zone setting in your profile. 

Use this information to ensure your Callbacks and/or Appointments are scheduled for the proper time.


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