Updating and Verifying Departmental Phone Hours

Question

How do I update or verify the phone hours for my department?

Environment

• Cisco Finesse 

Information

While we encourage you to use this feature, you may still request hours changes through the IT Services Support Desk.  

Answer

1. Log in to Cisco Finesse. 
2. Click Advanced Capabilities from the left side menu. 
3. On the Calendar Management page, locate your department and click Manage Calendar to the far right underneath the Action column. 
4. There are 3 categories listed on your departments calendar window where you can begin adjusting hours. 
   1. Business Hours
      • These hours are already set for you. Only adjust these hours if you want to make permanent changes to your departments operating hours.
        • ​​​​​​​​​​​​​​24 Hours x 7 Days
          • ​​​​​​​​​​​​​​​​​​​​​Open every day of the week, all day.​​​​​​​
        • Fixed Hours
          • ​​​​​​​​​​​​​​Open the same hours every day of the week. In this option you specify your daily hours and select which days of the week you are open.
        • Flexible Hours
          • ​​​​​​​This is the most common option used when your hours are not the same every day of the week. In this option, you specify which days of the week you are open and the hours of operation for each day. 
        • For Fixed and Flexible Hours, place a check mark in the days that you are open, then select the times you will be taking phone calls. 
        • You will note that there are additional options for Time Range 2 and Time Range 3. These ranges only apply to departments that close during the middle of the day and resume taking calls at a later time.
   2. Custom Business Days
      • ​​​​​​​This option is used when you have a day of the week where normal business hours will be different on a specific date. This can include dates when you are normally closed. 
        • Enter a Name of the Day, Date, and Time Range for the date.
        • Click Add Day and then click Save at the bottom right. 
      • You have a maximum of 40 Custom Business days. 
   3. Holidays
      • ​​​​​​​​​​​​​​This option is used when your department is closed when it would normally be open. The IT department will continue to schedule the standard holidays for you.  You can use this option instead for team building events or meetings. 
      • You have a maximum of 40 Holidays days. ​​​​​​​
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