A schedule is a collection of rules that define when Vonage Contact Center will log ContactPad users out of ContactPad. Rules apply to the users who are assigned to the schedule. Schedules ensure that users are logged out at the end of their shifts, preventing Vonage Contact Center from routing interactions to users who are not available to handle the interactions. For more information about schedules, see User Admin.
In the User Admin area of the VCC Admin Portal, you can configure schedules in the account you are logged in to.
You cannot currently delete a schedule.
How do I create a new schedule?
To create a new schedule in the account you are logged in to, perform the following steps:
- Go to User Admin. For information about accessing User Admin, see Accessing and finding your way around User Admin. User Admin appears.
- To add a new schedule, click Create New and click Schedule on the menu that appears.
A new schedule appears. Provide the following information:
Section Field or section
Description
Details Name The name of the schedule for display purposes. This name should describe what the schedule is for. We recommend that you include the day or days and time or times for the schedule. For example, MonTuesWeds 5pm UTC.
Type the name you want to appear in the user interface in relation to this schedule.
Action The action that Vonage Contact Center performs on the assigned users at the configured time or times.
Currently the only available action is Logout; Vonage Contact Center will log out users who are assigned to the schedule at the configured times.
Rules Timezone The timezone of the times defined in the rules in this schedule. Rule x The rules in this schedule. For information about rules, see User Admin.
In the first field within a rule, add the day or days on which this rule applies. Click the X alongside a day to remove it.
In the second field, select the time at which Vonage Contact Center will log users who are assigned to this schedule out of ContactPad.To add a rule to the schedule, click Add rule.
To remove an existing rule, click the X icon alongside the rule.Users X users The Users section contains a list of the users who are assigned to this schedule.
You can filter the list of users to show only archived or active users to improve performance, particularly in accounts with large number of users; by default only active users appear in the list. For information about filtering users, see Accessing and finding your way around User Admin.
To view or change the users who are assigned to this schedule, click Users. A new schedule contains only a text field; an existing schedule contains a list of users, who are currently assigned to this schedule, in addition to the text field.
To assign a user to the schedule, click in the text field and, optionally, start typing the name of the user you to assign to the schedule. A list of available users, filtered by any text you have typed, appears. Click the user you want to assign to the schedule. The list remains visible so you can assign multiple users to the schedule.
To assign all available users to the schedule, click Add All.
To remove all users who are currently assigned to the schedule, click Clear All.
To remove an existing user, click the X icon alongside the user's name.
As you enter information into fields, the fields' borders change to green and a blue undo icon appears alongside those fields. Click the icon to clear the field.
If you leave a mandatory field empty or enter a value that is not valid, the field's border changes to red and an information icon appears. Click the icon to see the message. The number of errors appears alongside the Create button. You cannot click Create until you have corrected all the errors.
Change the data accordingly. You cannot save the schedule until you correct all errors.When you have provided valid information in all mandatory fields, click Create. Your new schedule is created. Alternatively click Cancel to cancel creating this new schedule.
How do I view an existing schedule's details?
When you first access User Admin, a list of users appears. Click the Schedules tab to switch to a list of schedules in the account you are logged in to. From this list you can see each schedule's name and ID and the number of users in the schedule.
How do I edit an existing schedule?
To update an existing schedule in the account you are logged in to, perform the following steps:
- Go to User Admin. For information about accessing User Admin, see Accessing and finding your way around User Admin. User Admin appears.
- Click the Schedules tab. A list of schedules in your account appears. Locate the schedule you want to edit using search or by scrolling the list.
- When you find the schedule you want to edit, click Edit. The schedule's details appear.
- Update the information in the fields as required.
Section Field or section
Description
Details Name The name of the schedule for display purposes. This name should describe what the schedule is for. We recommend that you include the day or days and time or times for the schedule. For example, MonTuesWeds 5pm UTC.
Type the name you want to appear in the user interface in relation to this schedule.
Action The action that Vonage Contact Center performs on the assigned users at the configured time or times.
Currently the only available action is Logout; Vonage Contact Center will log out users who are assigned to the schedule at the configured times.
Rules Timezone The timezone of the times defined in the rules in this schedule. Rule x The rules in this schedule. For information about rules, see User Admin.
In the first field within a rule, add the day or days on which this rule applies. Click the X alongside a day to remove it.
In the second field, select the time at which Vonage Contact Center will log users who are assigned to this schedule out of ContactPad.To add a rule to the schedule, click Add rule.
To remove an existing rule, click the X icon alongside the rule.Users X users The Users section contains a list of the users who are assigned to this schedule.
You can filter the list of users to show only archived or active users to improve performance, particularly in accounts with large number of users; by default only active users appear in the list. For information about filtering users, see Accessing and finding your way around User Admin.
To view or change the users who are assigned to this schedule, click Users. A new schedule contains only a text field; an existing schedule contains a list of users, who are currently assigned to this schedule, in addition to the text field.
To assign a user to the schedule, click in the text field and, optionally, start typing the name of the user you to assign to the schedule. A list of available users, filtered by any text you have typed, appears. Click the user you want to assign to the schedule. The list remains visible so you can assign multiple users to the schedule.
To assign all available users to the schedule, click Add All.
To remove all users who are currently assigned to the schedule, click Clear All.
To remove an existing user, click the X icon alongside the user's name.
As you change the information in the fields, the fields' borders change to green and a blue undo icon appears alongside those fields. Click the icon to revert the contents of the field to the saved version.
If you leave a mandatory field empty or enter a value that is not valid, the field's border changes to red and an information icon appears. Click the icon to see the message. The number of errors appears alongside the Update button. You cannot click Update until you have corrected all the errors. - When you have finished making changes, click Update. Your changes are saved. Alternatively click Cancel to undo all your changes.
You cannot currently delete a schedule.
How do I add a user to a schedule?
You can assign one or more users to a schedule while creating or editing the schedule as described above. You can also add an individual user to a schedule in the account you are logged in to by editing the user and clicking Add to schedule in the Schedules section in Scheduled Logouts. For information about editing a user, see Configuring individual users.