⚡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:

• 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).
  

To set weekend or alternate schedules:

• Click Add Schedule and select different days (e.g., Sat–Sun with shorter hours).

To handle holidays:
For Holiday/Override, create a separate call flow and publish it a day in advance. Do not delete your existing call flow; instead, save it as a draft. Once the holiday period is over, simply republish your previous call flow to resume normal operations.

🧩 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).
• Customize 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.