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The article covers using VXT's scheduling node to manage incoming calls based on business hours, ensuring effective routing and customer service. It highlights the flexibility of tailoring call management to specific needs.
In this article, we’ll cover:
Why use the schedule option?
The schedule option in VXT's call flow builder allows users to route calls based on business hours, ensuring that calls received during work hours can be diverted or sent directly to voicemail. This is essential for businesses that want to manage call traffic effectively and maintain customer service during specified times.
Basic view
- Go to admin
- Navigate to the admin section located in the bottom left corner of your screen.
- Navigate to the admin section located in the bottom left corner of your screen.
- Access call flow builder
- In the admin tab, select call flow builder.
- In the admin tab, select call flow builder.
- Create a new call flow
- Click on the ‘+ new call flow’ button in the top right corner.
- Click on the ‘+ new call flow’ button in the top right corner.
- Set up incoming call
- Click the plus icon under ‘incoming call’ and select schedule.
- Click the plus icon under ‘incoming call’ and select schedule.
- Configure the schedule
- Click configure and input your office hours. If a caller reaches this action during these times, the corresponding path will run; otherwise, the “outside hours” path will be executed. Remember to select the correct time zone.
- Click configure and input your office hours. If a caller reaches this action during these times, the corresponding path will run; otherwise, the “outside hours” path will be executed. Remember to select the correct time zone.
- Define inside and outside hours
- In the "inside hours," specify your normal call flows. For "outside hours," decide if you want to divert calls to another number or send them to voicemail with a custom greeting.
- In the "inside hours," specify your normal call flows. For "outside hours," decide if you want to divert calls to another number or send them to voicemail with a custom greeting.
Advanced setup
The advanced view provides a comprehensive way to customize your schedule, allowing for specific conditions such as sending calls to voicemail during lunch breaks or having different staff handle calls after hours.
- Go to admin
- Navigate to the admin section located in the bottom left hand corner of your screen.
- Navigate to the admin section located in the bottom left hand corner of your screen.
- Access call flow builder
- In the admin tab, select call flow builder.
- In the admin tab, select call flow builder.
- Create a new call flow
- Click on the ‘+ new call flow’ button in the top right corner.
- Click on the ‘+ new call flow’ button in the top right corner.
- Set up incoming call
- Click the plus icon under ‘incoming call’ and select schedule.
- Click the plus icon under ‘incoming call’ and select schedule.
- Use advanced view
- Click on configure and then click advanced view option in the top right corner of the popup.
- Click on configure and then click advanced view option in the top right corner of the popup.
- Set office hours
- Drag the times for each day or manually set them. For example, you might set Monday to Friday from 8 AM to 5 PM, Saturday from 10 AM to 3 PM, and keep Sunday closed.
- Drag the times for each day or manually set them. For example, you might set Monday to Friday from 8 AM to 5 PM, Saturday from 10 AM to 3 PM, and keep Sunday closed.
- Create new windows
- Add new windows for specific times. You might want to use these for times when you need a different action, such as diverting calls on Tuesdays from 8AM to 11AM. Remember to label each window for clarity.
- Add new windows for specific times. You might want to use these for times when you need a different action, such as diverting calls on Tuesdays from 8AM to 11AM. Remember to label each window for clarity.
- Save and configure paths
- Click Save and configure the actions for each path.
- Click Save and configure the actions for each path.
Key considerations
- Flexibility: The schedule option allows for tailored call management based on specific business needs.
- Efficiency: Routing calls based on schedules ensures that customer interactions are handled appropriately, enhancing overall service quality.
By utilizing the schedule features in VXT, you can effectively streamline call management and ensure seamless communication during your business hours.