Working Hours allows you to set the hours that your business is available to answer customer communications in Engage. You can adjust your Time Zone, as well as dictate where calls should be directed outside of your working hours.

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How to Set Up Company Wide Working Hours

To get started, navigate to the Engage Settings by clicking on the gear icon. Click the Working Hours tab from the menu of options on the left hand side of your screen. Enable working hours by toggling the button on. From here, begin by setting your Time Zone. Next, you’ll need to specify what should happen when someone calls outside of your business working hours. You have three options: Text to Speech, Redirect To, and Audio Recording. Text to Speech will create a voicemail message that plays for all incoming calls outside of your working hours. Redirect To allows you to redirect your incoming calls to a non-Engage phone line when someone calls in outside of your working hours. Audio Recording allows you to set a custom voicemail greeting for incoming calls outside of your established working hours. Record or upload an audio sample under the Audio Samples tab, then select the applicable sample here to use it as your outside working hours voicemail. Click on the working hours calendar to adjust your working hours for each day of the week. Once you press Save, the purple bars will adjust to reflect your working hours.

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How to Set Up Individual Phone Line Working Hours

Rather than being restricted to a single set of company-wide working hours, each phone line can have its own call-handling schedule. To set this up, go to Engage Settings, navigate to the Phone Lines tab, select the line you want to manage, and scroll down to the Advanced Settings section. Custom Working Hours is a dropdown with three options:

• Disabled (default): No custom hours for this line. It falls back to your company’s global working hours.
• Custom Working Hours Schedule: Sets a working hour schedule just for this line that supersedes your company’s global working hours. This is the same per-line schedule functionality as before, customize your hours on the calendar and save your changes.
• 24/7 line: Always accepts calls, even outside your company’s global working hours. This overrides the global company working hours. Setting a line to this makes it selectable as the Redirect To target in your company-wide Working Hours settings. This is the recommended way to route after-hours calls to a live line without creating a loop, since a 24/7 line never falls back to closed hours.

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Have additional questions? Contact us at support@fieldpulse.com or use the chat feature in the bottom right corner of your screen.