By using 'Opening Hours' as internal calendar you can define the availability of both Mail and Call services. This option is useful for when you don't use or need a shared Mailbox defined in your topology or - if you do have a shared calendar - want to exclude certain services from the general rule.
The Opening Hours tab is accessible via WebConfigurator -> Settings -> Service -> Opening Hours
On the 'Opening Hours' page you have access to the following settings:
|Name||System-Internal name for the opening hours calendar. This name will be visible for selection, e.g. when configuring the service opening hours.|
|Organization Unit||Specifies the organization units this calendar will be assigned and made accessible to.|
Specifies the default category being applied for this calendar.
A "default closed" makes sense if you don't want to provide 24/7 support and instead want to define specific opening hours.
As an example you can also use this feature to create a "Holiday" or "High Load" calendar with special working hours. That way you can keep the default calendar intact and just "Switch" your services to different opening hours temporarily.
|TimeZone Picker and +Add Button||Adds a new Event to the calendar - see chapter below. The calendar and all events are created under the respective timezone and will be shown to you time-adjusted accordingly.|
|Legend of Categories|
These categories apply when using the "Check Working Hours" workflow element, which allows you to branch and define handling for each state.
Category-name-mappings must be configured by an administrator before using standalone opening hours calendars.
These "categories" are just placeholder names and color codes. You can literally define anything in your workflow structure, allowing your services to also accept calls during "Holidays". However we highly recommend sticking to using only few select categories consistently across all your workflows, as the mapping from service to workflow could change within your organization.
Callback Task Priority
If a Callback Task is due but Service is "Closed" according to Opening Hours Callback Category the following rules apply:
|Calendar Controls (various)|
The calendar view provides the following controls and concepts:
Opening Hours Calendar Controls
Opening Hours Priority
Overlapping calendar events are resolved by the highest priority value.
Editing Opening Hours
- To define an opening ours calendar even, click on "Add Event"
→ A dialogue to configure the new time period opens
Fill out the following details:
Control Name Description Name Name for the Event (e.g. Opening Hours) Category
Depending on what you chose as "Default Category" earlier:
- When Default was "Closed" then you create "Open" hours now
- Pick any Category as needed and defined in your workflow and "Check Working Hours" workflow element.
Selecting the Standby Category will open a separate "Agent Selection" field.
- Only Agents with defined "Mobile Number" will appear in this list (→ Agent Management > General Information> Mobile Phone Number).
- Agents will be called in the order specified. You can change the order on existing entries.
- Agents that had their number removed will appear in red and will not be considered valid standby duty targets.
- Organization Unit restrictions apply. When Agents get moved to another OU, a warning will appear. The Agent is still considered for Standby until the entry is removed. It can then not be selected again, in accordance to OU rules (Non-Path-Dependency).
You can define any time zone needed.
The time (start and end) will be adapted to your main opening hours timezone once you save the event.
All Day event
Disables the time selection and makes it a full day.
Note: Instead of a full day we recommend setting daily opening hours via "Repeat" on "weekly". By defining two blocks (morning and afternoon hours) you have more diverse control over adapting single days (or making exceptions).
Start / End
- When "Repeat" is set ot "Never": Defines the start and end time for that day or a consecutive block from start to finish date.
- When "Repeat" is set to a recurrence: Defines a block that recurs every day.
To specify a weekly occurrence you don't need to define start and end-date. Just keep the "Start" and "End" day the same and define the hours.
Here is an example that defines a 15 min period which:
- Starts at 24th of November
- Occurs every week
- From 9:45 to 10:00 only
- On Mon, Wed and Fri
- Doesn't end
Recurrent events that span multiple days are displayed "All day" events in the calendar view to signify the daily transition.
Noteworthy points on defining calendars
- While possible to "stack" events in parallel, it's not recommended to do so as it may result in conflicting states in your Workflows.
- Breaks or Holidays don't need to be defined for each day when you defined the "Default" category accordingly.
- You can use recurring items to quickly define the "normal" state of your opening hours, then delete individual instances for making exceptions (e.g. Holidays)
Edit Recurring Item
You can double click any existing calendar item to quick edit. Editing Recurring items will show a dialogue as follows.
When selecting "Edit Current Occurrence" you can change details and "Save" the item, thus "detaching" it from the recurrence rule.
Delete Recurring Item
The same concept applies when you delete any recurring item via the X-icon
When selecting "Delete Current Occurrence" you can delete a single item, "detaching" it from the recurrence rule.
|Recurring Events on a DST-Shift-Day|
Known Issue (Kendo Scheduler)
There is a reported bug in the scheduling component used in Opening Hours Calendar.
When you create a recurring event on a DST (Daylight Savings Time) shift day, all related recurring events are shown at shifted time.
→ A bugfix is outside of Luware scope. Until this is resolved we recommend to create the start of recurring events starting outside of a DST-shift-day.
|Exchange Calendar on DST|
Known Limitation (wontfix)
When using Exchange as your opening hours calendar: when the timezone on your calendar account changes, existing all-day events will not be updated to this new timezone.
We recommend not change time-zones if you use "all-day" events.
|Mails for Standby Duty|
Please note that when using the "Standalone Calendars" feature, LUCS does not send out notification emails for Standby-Duty.
If you need email functionality for Standby Duty you need to configure Exchange Mailboxes/Calendars to configure Standby-Duty. Also see: