Opening Hours

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: 

Control Name	Description
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.
Default Category	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: If a future "callback" category entry was found, the callback scheduled for this entry start date. If no future "callback" category entry was was found, the task is rescheduled (deferred) for 1h. After 1h the system checks again if the Service is "Closed" and follows the same logic as described above.
Calendar Controls (various)	The calendar view provides the following controls and concepts:  Use the header area to switch between day, week and month range, as well as toggle between weeks using the arrows. The "today" button resets the focus depending on the range set. You can toggle the view between full day and business hours Double click onto any empty space to create a new event. The same can be done to edit an existing event. Any event can be deleted by clicking "X" at its top right. Opening Hours Calendar Controls

Opening Hours Priority

Editing Opening Hours

1. To define an opening ours calendar even, click on "Add Event"
   → A dialogue to configure the new time period opens
   

2. 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. Standby Duty Selecting the Standby Category will open a separate "Agent Selection" field. Please note:  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).
   Time Zone	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.

Known Limitations

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:  Situational Topology Settings > Mailboxes CI - Calendar Integrator component (Calendar Categories)