How To Configure Calling Periods

The Calling Periods feature helps to ensure contacts are not called at an inappropriate time. Only contacts that fall within the designated time range will be routed and available to be called when this feature is active. Calling Periods are based on the local time of the Contact and not the time of the Caller. These restrictions do not apply to toll-free numbers as they are geographically independent and will be routed at any time.

Jump to a specific area of this article by selecting one of the sections here:

 

Step 1 - Accessing the Calling Period Section

  1. Log in to VanillaSoft as an Admin.
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  2. Select the desired Project.
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  3. Open the Workflow/Routing menu and select the Calling Periods section.
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Step 2 - Configuring Calling Period Times

Configure Calling Periods for Monday to Sunday

Follow the steps below to configure Calling Periods to be the same for Monday to Sunday.

  1. Open the first drop-down to select when the Calling Period begins.
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  2. Open the second drop-down to select when the Calling Period ends.
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  3. Once done, click Save.
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Configure Separate Calling Periods for Saturday and Sunday

Once you have configured the initial Calling Period settings above, follow the steps below to configure Calling Periods to be the same for Monday to Friday but different for Saturday and Sunday.

  1. Check the Configure Calling Periods for Saturday and Sunday checkbox.
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  2. Repeat the steps above to select when the Calling Period begins and ends for Saturday and Sunday.
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  3. Once done, click Save.
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Do Not Call Contacts During their Lunch Hour

Follow the steps below to configure Calling Periods not to route Contacts during their lunch break.

  1. Check the Do not call contacts during their lunch hour checkbox.
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  2. Open the first drop-down to select when the lunch period begins.
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  3. Open the second drop-down to select when the lunch period ends.
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  4. Once done, click Save.
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Step 3 - Configuring Calling Period Exceptions

If you have specific regions you want to treat differently to the global calling period you have set, you can create exceptions by following the steps below. This is an optional step and only needed if different locations require different calling periods.

  1. Click the Add Calling Exception button.
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  2. Open the first drop-down to select when the Calling Period exception begins.
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  3. Open the second drop-down to select when the Calling Period exception ends.
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  4. Type the desired State or Province in the Select Location field.
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  5. Once done, click Save.
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Step 4 - Activating Calling Periods

Once all Calling Period timeframes have been configured as desired, follow the steps below to activate the settings.

  1. Check the Active checkbox.
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  2. Once done, click Save.
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