⚡Quick answer -

You can view and update the working hours and days for any call flow directly from the Design Callflow section in your MyOperator panel.
Go to Call → Design Callflow → Select your call flow → Edit → Adjust schedule (working hours, working days, and holiday rules) → Preview → Publish.

BEFORE YOU START (PREREQUISITES)

Make sure you have the following ready before making changes:

• ✅ You are logged in to your MyOperator account with “Call” or “Design Callflow” permissions.
• ✅ You know the call flow name or ID you want to modify.
• ✅ If using holiday-based schedules, have your holiday callflow ready.
• ✅ Recommended: Make schedule changes during low-traffic hours or in a staging/test call flow, if possible.

WHERE TO FIND IT

1. Login to your MyOperator account.
2. From the top navigation bar, go to “Call” → “Design Callflow.”
3. Here you can view all active and draft call flows.

Alt text: Finding your call flow

Here you can view all active, draft, and archived call flows.

STEP-BY-STEP GUIDE

1. Find the Call Flow

• In the Design Callflow dashboard, search by name or ID of the call flow.
• Click the row to open its summary view, where you’ll see existing working hours, days, and schedules.

Alt text: Design call flow

2. Enter Edit Mode

1. Click on the Edit button next to the selected call flow.

Alt text: Edit the design flow

2. Choose your preferred mode:
3. Basic Mode: Best for single schedule changes (e.g., standard Mon–Fri office hours).

Alt text: Basic mode

• Advanced Mode: For multiple scheduling rules — such as custom hours per day, holiday overrides, or weekend-specific behavior.

Alt text: Advanced mode

3. Update Working Hours & Days

• Under the Call Routing Rules section, edit the Schedule and Route type
• Set the Start Time and End Time (e.g., 09:00 AM → 06:00 PM).
• Select the Working Days checkboxes (e.g., Mon–Fri).

Configure after‑hours & non‑working day routing

• After‑hours — Any time outside your defined business working hours.
• Example: If your hours are 9:00 AM–6:00 PM, then 6:00 PM–9:00 AM is after‑hours.
• Non‑working days — Full days when your office is officially closed.
• Examples: Sundays, national/public holidays, festival leave days.
• Add holidays. In Holidays/Non‑working days, add dates (single day) or ranges (multi‑day).
• Choose your after‑hours IVR. In Routing → After‑hours, select the IVR or call flow to use when closed.
• Choose your non‑working‑day IVR. In Routing → Non‑working days, select the IVR or flow for holidays/weekends.
• If the client wishes not to receive any calls on festivals, they can set up the call flow as "Our offices are closed for today due to Diwali, Holi, etc" or they can decide their own message and update it in the design call flow option.
• Save your changes.
• (Optional) Test by placing a call outside hours and on a holiday date.

Caption: Access the Call Flow and click on View and edit to modify settings

Caption: Define working hours and add non‑working days before mapping IVRs.

🧩 Examples:

Simple Callflow Example:

Start Time: 09:00 AM

End Time: 06:00 PM

Days: Monday, Tuesday, Wednesday, Thursday, Friday

Advanced Callflow Example:

Rule 1: Mon–Fri → 09:00–18:00 → Route A (Main Team)

Rule 2: Sat → 10:00–14:00 → Route B (Weekend Support)

Holiday Override: 25 Dec 2025 → Closed → Route to Voicemail

4. Preview the Schedule

• Click Preview to simulate a call at a specific time/day.
• You’ll see how calls will be routed based on your schedule — ideal for verifying before going live.

5. Save and Publish

Once satisfied:

• Click Save Changes → then Publish to make them live.
• You can discard or cancel if you wish to revert before publishing.

WHAT HAPPENS AFTER PUBLISHING

• Changes take effect immediately for all new incoming calls.
• Ongoing calls in progress will not be affected.
• Each change is logged in the System Log (includes user, timestamp, and activities summary).

TROUBLESHOOTING & BEST PRACTICES

RELATED INFORMATION

About the Design Callflow Module

The Design Callflow feature in MyOperator is used to:

• Create, manage, and test call routing structures (IVRs).
• Customise greetings, working hours, and department-wise call distribution.
• Define non-working hour rules (redirect to voicemail, auto-messages, etc.).
• Preview and test call flows before activation.

Impact on Your Business Calls

The working hours and schedule you set directly affect how your business handles calls:

• Improved routing: Calls only reach teams during defined hours.
• Reduced missed calls: Non-working hour routing prevents customer drop-offs.
• Professional experience: Holiday messages and after-hour voicemails improve customer satisfaction.
• Operational control: Separate routing for weekdays, weekends, and holidays provides flexibility.