How Do I Create a Time Frame Based IVR for the Holidays?

A successful IVR is created from the bottom up, so we'll need to work in reverse.  First let's identify the items we must create in order to have this function properly.

1. We'll need a custom recorded message to explain the Holiday time off and an IVR to play that message.
2. We'll need an IVR that recognizes the holiday Time Frames
3. We'll need to establish the holiday time frame and ensure our calls are being routed through it.

To create a sound file do the following:

    1. Tools→ Media →Sound Manager

    2. Create Sound:

     (You can record over the phone)

       Sound Source: Record Over Phones

       Ring Extension to Ring for Recording:

    3.Save Sound

Once your sound file is created, we can create our first IVR. 

1. Go to Tools→IVR Editor
2. Choose Create IVR Menu in the top left corner
3. Name and describe your Holiday.

         E.g. Holiday : Holiday IVR

Once your IVR is created you can view it in the center of the IVR Editor screen.  Once viewed choose:

1. Create Action.  The first action will be to play a sound.  Choose the folder and filename of the sound you recorded to work as the Holiday IVR Message.  You may make this interruptible here.
2. Save your settings
3. Next go to Tools → Time Frames
4. Enter "Holiday" in the field
5. Click create.  On the next screen choose
6. Create Time Condition.  Here we will enter in our times and dates our holidays fall under.

         E.g:  Christmas  12/25  - in this example we'll choose a date that allows for only 12/25 to be a holiday.

         Start Date:  12/25        End Date:  12/26

         Day of the week Range - we'll leave this blank

         Start time: 12:00 A.M.        End Time: 11:59 P.M.

     7. Click Save Time Frame Condition.

If you already have a time-based clause IVR that your calls route through we'll view that next by going to Tools>IVR Editor and choosing the IVR name in the center and the View button.  Next choose Create Action.  Choose Time Based Clause from the drop down menu and click Next.  If you've chosen the same names as the tutorial suggests you can mimic the settings below:

1. If the current time is within the time range:  Holiday
2. Then Go To IVR Menu: Holiday
3. At Entry Point: IVR Menu Beginning.
4. Click Save Settings.

Drag your time-based clause for the Holiday time frame to the Number 1 position.  Your Time Based IVR will now check for Holidays before it looks for your operating hours.