Customer guide for setting up public holidays

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Guidance for setting up public holidays

Please check where your main number calls route to via Portal>Configuration>Service Accounts.

Please see detailed information within the guides located under each option below.

Please note all custom messages need to be in .WAV format. To convert your file please see guide below on how to convert for any audio file format to .WAV

Convert To .WAV file format

Please go to https://audio.online-convert.com/convert-to-wav

  1. Choose your audio file
  2. Change ‘sampling rate’ to 8000hz
  3. Click ‘start conversion’

Option 1

Option 1 - How to play a holiday message via campaigns

  1. Navigate to Portal>campaigns>manage campaigns
  2. Click on the campaign you found from the very first step
  3. Click on ‘open schedule wizard’
  4. Click on holiday exceptions
  5. Remove any old dates
  6. Click in the white box to add all dates that the closed message should play for
  7. The times specified are the times the campaign will be open, therefore please change times to 00:00 TO 00.01 – This means the closed message will play for caller who call in outside of this specified time
  8. Click update Schedule then close schedule box
  9. Expand File uploads and click ‘launch file upload wizard’
  10. Upload your message under ‘holiday audio file’

*Please note that should any amendments need making at step 6 and/or 7, then all dates will need removing and added in again.

*No reversion is needed when normal office hours resume

 

Option 2

Option 2 - How to play a holiday message via IVR

Please note you may need a copy of your standard greeting before changing to your holiday greeting

  1. Navigate to Portal>configuration>IVR configuration
  2. Click on configure located to the IVR you’d like to set a holiday voicemail, this is located on the right-hand side
  3. Navigate to “Information” tab below
  4. If ‘IVR’ check box is ticked then, uncheck
  5. Change “Answer Mode” to “Voicemail Only” and press “Save” (**please make a note of the original answer mode, this will need reverting back when normal work hours resume**)
  6. Navigate down to voicemail tab below
  7. Under greetings (in grey) you shall see “mode”. Click on the drop-down option and select “fully personalised”. You should see “File Options”
  8. Select “upload” please click “choose file” and upload your following holiday message and click “Save changes”
  9. To revert please change answer mode back to what it was under step 5 and upload your normal standard voicemail greeting by repeating steps 5 – 8

Option 3

Option 3 - How to play a holiday message via Call Group

*Please note you may need a copy of your standard greeting before changing to your holiday greeting

  1. Navigate to Portal>configuration>service accounts
  2. In “All Accounts” click inside and a drop down should become available, from here select “Calling Group” and press “Search”
  3. Click on configure located to the Calling Group you’d like to set a holiday voicemail, this is located on the right-hand side
  4. Navigate to “Information” tab below
  5. Change “Answer Mode” to “Voicemail Only” and press “Save” (**please note the original answer mode as this will be need reverting back when normal work hours resume**)
  6. Navigate to “Voicemail” tab below
  7. Under greetings (in grey) you shall see “mode”. Click on the drop-down option and select “fully personalised”. You should see “File Options”
  8. If choosing “upload” please the click “choose file” and upload your following holiday message and click “Save changes”
  9. To revert please change answer mode back to what it was under step 5 and upload your normal standard voicemail greeting by repeating steps 5 to 8.

Option 4

Option 4 - How to play a holiday message via direct service account

  1. Navigate to Portal>configuration>service accounts
  2. In “All Accounts” click inside and a drop down should become available, from here select “Service Account” and press “Search” or alternately you can search for your name in the search bar
  3. Click on configure located to the Calling Group you’d like to set a holiday voicemail, this is located on the right-hand side
  4. Now navigate to “Information” tab below
  5. Change “Answer Mode” to “Voicemail Only” and press “Save”
  6. Now navigate down to “Voicemail” tab below
  7. Under greetings (in grey) you shall see “mode”. Click on the drop-down option and select “fully personalised”. You should see “File Options”
  8. If choosing “upload” please the click “choose file” and upload your following holiday message and click “Save changes”
  9. To revert please change answer mode back to what it was under step 5 and upload your normal standard voicemail greeting by repeating steps 5 to 8.

Step 6 – 8 can also be completed by calling *98 from your CloudCall pone and following the instructions to personalise the VM greeting.