Overview

You can configure your Call Centre's opening times or working hours through the WHC Business Portal when calls are directed to your Contact Centre by an Auto Attendant. This article provides the steps to identify which Auto Attendant is receiving and directing calls to your Call Centre, with the purpose of identifying the Time Schedule that needs to be modified to adjust your Call Centre's business hours. 

Prerequisites

• An Auto Attendant is used to route calls to the Call Centre

• Administrator access to the Business Portal.

Solution

<supportagent>

To access the customer's business portal:

1. Log into the Business Portal.
2. Navigate to the Companies section.
3. Search for the customer by Company Name.
4. Click on the Select option for the company in the results section.

</supportagent>

1. In the Business Portal, go to the Sites tab and select the correct site.
2. Navigate to Features > Call Groups.
3. Click on the Configure option for Call Centres.
4. Click on the name of the Call Centre that needs to be updated.
5. In the Call Centre Settings, take note of the selected Directory Number.
6. Navigate to Features > Call Groups.
7. Click on the Configure option for Auto Attendant.
8. Click on the name of the first Auto Attendant on the list.
9. Navigate to the Business Hours Dialing Menu tab.
10. Review the Menu Options to confirm calls are being routed to the Directory Number acquired in step 5.
    
    
    • If they are, modify time schedule used by the Auto Attendant.
    • If they are not, go back to step 8 and click on the next Auto Attendant on the list. 

Testing

Once the Auto Attendant that redirects calls to the Call Centre has been identified, the Time Schedule used by this service can be modified to adjust the business hours. Once the Time Schedule has been updated, calls will only be routed during the business hours specified.