How can I view and update timings and working days of my call flow?

How can I view and update timings and working days of my call flow?

Go to Manage → Design Callflow, open the target Call Flow/Department, and edit the Working Hours/Office Hours module to set start–end times and active days (Mon–Sun). Add after‑hours routing (voicemail/forwarding), and holiday exceptions as needed. Save → Preview → Publish to apply.

Table of contents

Who this is for

Admins and supervisors who need to control when calls ring to teams (working hours/days) and where calls go after hours or on holidays.

Before you start (prerequisites)

  1. You can sign in to the MyOperator dashboard with Admin/Super Admin access.
  2. You know your team’s working days and shift timings.
  3. You’ve decided the after‑hours destination (e.g., voicemail, alternate team, external number).
Tip: Keep agent ring‑time = 20–30s and ask agents to keep Call Availability = ON during working hours.

Step‑by‑step: Update timings & working days

  1. Open the call flow
    • Go to Manage → Design Callflow.
    • Select the Call Flow/Department you want to edit and click Edit (pencil).
  2. Find the hours module
    • Locate Working Hours (sometimes shown as Office Hours).
  3. Set working days
    • Tick the active days (Mon–Sun) your team is available.
  4. Set daily start–end time
    • For each active day, set Start time and End time (use your time zone).
  5. Pick the after‑hours branch
    • Choose where calls should go outside the selected times (voicemail/IVR/other team).
  6. Save & publish
    • Click Save → Preview → Publish to apply changes.

Add after‑hours/holiday routing (optional)

After‑hours

  • Route to Voicemail (collect name/number).
  • Forward to mobile or alternate team (e.g., On‑call Support).
  • Play a custom greeting with operating times and self‑service options.

Holidays & exceptions

  • Add a Holiday list (public holidays/company‑wide closures).
  • Override routing for those dates (e.g., play holiday greeting → voicemail).
  • For special events (inventory, offsite), add a one‑off exception.

Examples

Example 1 — Standard hours

  • Mon–Sat, 09:00–18:00 → ring Sales team
  • After‑hours → play greeting → voicemail

Example 2 — Split shifts

  • Mon–Fri: 09:00–13:00 and 14:00–18:00 → ring Support
  • Lunch (13:00–14:00) → route to IVR with self‑service options
  • Sun off (unchecked)

Example 3 — Holiday

  • Diwali (date range) → Holiday Greeting → On‑call number

What success looks like

  • Calls ring to your team only during working hours.
  • After‑hours calls follow the correct alternate path (voicemail/forward).
  • Missed‑call rate drops during off time; customers hear clear guidance.

Best practices

  • Keep it simple: Fewer branches reduce errors.
  • Document exceptions: Maintain a holiday calendar and review quarterly.
  • Test after edits: Place 2–3 test calls inside/outside working hours.
  • Monitor logs: Use Reports/Analytics → Call Logs to confirm routing.
  • Communicate changes: Inform teams of new hours and escalation paths.

Troubleshooting & edge cases

Calls arrive outside hours
• Confirm time zone and day selection; ensure the Publish step was completed.

No one picks up during hours
• Verify Call Availability toggles and ring‑time for the department.

Holiday rule didn’t trigger
• Check date/time range and that the rule is enabled and above conflicting rules.

Shift gaps (lunch/tea)
• Add a second time block or temporary branch for the gap period.

Multiple departments
• Configure per‑department hours if teams differ (Support vs Sales).

Still stuck?
• Share 2–5 recent call IDs (timestamp, last 4 digits, expected path) with Support for analysis.

FAQ

Where do I edit hours?
In Manage → Design Callflow, within the Working Hours/Office Hours module.

Can I set different hours per department?
Yes. Open each Department/Call Flow and configure timings independently.

How do I handle holidays?
Add Holiday exceptions and route to a holiday greeting or voicemail.

Will changing hours affect billing?
No. It changes routing, not plan pricing.

Do I need to republish after changes?
Yes—use Save → Preview → Publish so edits go live.

Related articles

  • What routing methods are available in MyOperator?
  • Why am I not getting IVR calls on my mobile? (Missed calls)
  • How to prevent call drops and improve call quality
Replace these with links to your live KB pages when available.

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