Configuring schedules

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.

Only admin users can view, edit, and delete schedules.


In this page

How do I navigate schedules?

The groups tab in User Admin supports URL navigation. You can directly navigate to the groups tab or bookmark your most frequently changing group. 

To open the groups tab, use following pattern: https://***.newvoicemedia.com/CallCentre/portal/useradmin/groups, where *** represents the subdomain for the region of your VCC account.

To open a specific group, add the group's ID at the end of the url. For example, https://***.newvoicemedia.com/CallCentre/portal/useradmin/groups/###, where *** represents the subdomain for the region of your VCC account, and ### represents the ID of the group you want to open.

How do I create a new schedule?

To create a new schedule in the account you are logged in to, perform the following steps:

  1. Go to User Admin, Schedules tab. For information about accessing User Admin, see Accessing and finding your way around User Admin.
  2. To create new schedule, click Create Schedule in the top-right corner.

  3. A new schedule appears. Provide the following information:

    Section

    Field or section

    Description

    DetailsName

    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.

    RulesTimezoneThe 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.


    If you leave a mandatory field empty or enter a value that is not valid, an error message appears. The number of errors appears alongside the Create button. You cannot click Create until you have corrected all the errors.

  4. 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?

Go to Schedules tab in User Admin area to see a list of schedules in the account you are logged in to. From this list you can see each schedule's name and the number of users in the schedule. 

How do I edit an existing schedule?

To edit a schedule in the account you are logged in to, perform the following steps:

  1. Go to User Admin, Schedules tab. For information about accessing User Admin, see Accessing and finding your way around User Admin.
  2. Locate the schedule you want to edit using search or by scrolling the list.
  3. Click on schedule you want to edit. The schedule's details appear.
  4. Update the information in the fields as required.
    Section

    Field or section

    Description

    DetailsName

    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.

    RulesTimezoneThe 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.


    If you leave a mandatory field empty or enter a value that is not valid,an error message appears. The number of errors appears alongside the Save button. You cannot click Save until you have corrected all the errors.
  5. When you have finished making changes, click Save. Your changes are saved. Alternatively click Cancel to undo all your changes.

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.

How do I remove a user from a schedule?

To remove one or more users from a schedule, perform the following steps: 

  1. Go to User Admin, Schedules tab. For information about accessing User Admin, see Accessing and finding your way around User Admin.
  2. Locate the schedule you want to edit using search or by scrolling the list. 
  3. Click on the schedule you want to edit. The schedule's details appear. 
  4. Click to expand the User list. In the Users section, click - next to the name of the user you wish to remove from the schedule. Click Clear all to remove all users from the schedule.
  5. Click Save to save your changes.

How do I delete an existing schedule?

To delete a schedule in the account you are logged in to, perform the following steps:

  1. Go to User Admin, Schedules tab. For information about accessing User Admin, see Accessing and finding your way around User Admin.
  2. Locate the schedule you want to delete using search or by scrolling the list. 
  3. Click on the schedule you want to delete. The schedule's details appear.
  4. Click Delete schedule. A dialog box appears.
  5. Click Confirm to delete the schedule. Alternatively click Cancel to cancel deleting the schedule.