This guide will walk you through configuring Calling Periods in VanillaSoft to ensure you reach your contacts at the most convenient times. Remember, Calling Periods are based on the contact's local time, not yours.
Before You Begin
- This feature is only accessible to Admins.
Steps
1. Accessing Calling Periods
- From the Admin homepage, select the Project you want to configure Calling Periods for.
- Open the Workflow/Routing menu and select Calling Periods.
2. Configuring Calling Periods
Select which option matches your needs best:
Same Calling Period for All Days
- Open the first timeslot drop-down, and select when you want the calling period to begin.
- Open the second timeslot drop-down, and select when you want the calling period to end.
Different Calling Periods for Weekdays and Weekends (or No Weekends)
- Check the Configure Calling Periods for Saturday and Sunday checkbox.
- Select the start and end times for weekdays from the Monday-Friday timeslot drop-down.
- Choose the start and end times (or select "No Calling" if applicable) for Saturday and Sunday from the timeslot drop-downs.
3. Additional Settings
- Do not call contacts during their lunch hour: Enable this option and set the lunch break times to avoid interrupting contacts during lunch.
- Allow contacts with no phone numbers or with invalid area codes to route: Enable this if you want to include these contacts in your calling queue.
4. Applying Calling Periods to Teams
Once you've defined your calling hours, it's time to choose which teams will use this schedule. Calling periods can be customized for entire teams, ensuring everyone follows the same communication flow!
If you select something other than "All Teams", here's a breakdown of your team selection options:
- All Selected Teams: Choose this if the calling period applies to all the teams you previously selected.
- All Teams Except Selected: This option is ideal if you want the calling period to apply to all teams except the ones you specifically choose.
In either case, simply open the Select Teams dropdown and pick the relevant teams to complete the configuration
6. Adding Exceptions by Region (Optional)
This step lets you create exceptions for specific areas. For instance, maybe calls to the West Coast need to happen earlier than calls to the East Coast. If so:
- Click the Add Calling Exception button.
- Set the start and end times for the exception in the provided drop-down menus.
- In the Select Location field, type the state or province you want this exception to apply to.
- Click Save to finalize the exception.
7. Activate and Save
Once you're happy with the Calling Period configuration:
- Check the Active checkbox at the top.
- Click Save.
Calling Periods will now be active moving forward.
By setting Calling Periods, you can ensure a more positive calling experience for both you and your contacts!