Working hours
Each site starts with its country's working week: Sunday to Thursday for Saudi Arabia, Kuwait, Qatar, Bahrain, Oman, Egypt and Jordan, and Monday to Friday elsewhere, including the UAE, from 08:00 to 17:00 in the site's timezone. Change a site's days and hours under Sites → Holidays & special hours → Working week; calls from the last year are re-classified straight away.
Working hours decide which calls count as after hours: in the After-hours activity report, the After hours only filter, the after-hours toll-fraud alert, and when a silent phone system raises an alert.
Holidays & special hours
On the Sites page, Holidays & special hours holds closed days and days with different hours. Choose Add and enter:
| Field | What to enter |
|---|---|
| Name | For example “Eid al-Fitr” or “Ramadan hours”. |
| First day / Last day | Leave the last day empty for a single day. |
| Applies to | All sites, or one site. An entry for one site takes priority over an all-sites entry on the same day. |
| Type | Closed all day, or Special hours with an opening and closing time. |
- Add national days adds the fixed national days for the year in one step.
- Eid holidays and Ramadan hours follow the moon and are announced each year, so add them when they are announced.
- Special hours change the hours of a working day; they do not open a day that is normally closed.
- Saving re-classifies calls already received on those days, so reports for past periods update too. Without an entry, a holiday on a normal working day counts as working time.
Contacts
Contacts lets you name the numbers that call you. Names show in the call list, reports and the wallboard, and are private to your organization.
- Add contact: name, number, and optionally company and notes. Enter the number in local or international format; it is matched however the phone system shows it.
- Import CSV: columns name, number, company (optional), notes (optional). A header row is fine, and an existing number is updated. Up to 5,000 contacts and 2 MB per file.
Extensions & departments
Extensions appear automatically as calls arrive. Under Extensions & departments, give them display names, group them into departments, and set each department's service-level target: answer within a number of seconds, for a target percentage of calls. The service-level report and the wallboard measure against it.