Schedule Overview

Why use this?

Schedules are a great way to help automate your phone system. Schedules placed in call flows (switchboards) allow for features like after hours auto attendants, different voicemail messages, forwarding to an answering service during certain hours, and more.

Create a Schedule

Log into admin.mangovoice.com as an Administrator
Click Schedules on the left
Click the blue New Schedule button
- Enter a Name for the schedule
- Optionally, add a Description of the schedule
- The Time Zone will default to the PBX's Time Zone, but you can select a different one
- Click Save Schedule

Adjust Open Hours (Weekly Availability)

Add Open hours to a day

1. Click and hold on the start time and drag down to the end time
2. Click OK on the popup asking New Schedule Entry?
3. The page will refresh and a new Open box for those hours has been created

Adjust the hours of a day
- Click and drag from the middle of a box to move it around
- Click and drag from the bottom to adjust the length of the Open box
Delete Open hours
- Click on the white X in the upper right-hand corner of the Open box

Add Holidays

Holidays are overrides with the closed date already defined for you

Click the blue Holidays button on the right
Select the Holiday(s) that you would like to add
- Note: The days and closed hours of the holiday can be adjusted later
Click Add Holidays
They are now in the Schedule Overrides list

Add Custom Overrides

Any overrides that are currently in effect will be highlighted in the Schedule Overrides list

Date & Time

Single Day will only show the Start Date
Closed All Day will start/end the override at midnight
Repeat options: Never, Daily, Weekly, Monthly, Yearly

Routing

Determines which path the Schedule object in the Switchboard will use for calls during this override.

Note: Overrides with will follow the Holiday path when in effect; otherwise they will follow the Closed path

Guides

I want to be closed for just this Friday

Click Override
Leave Single Day selected
Set the Closed date to the upcoming Friday
Leave Closed All Day selected
Leave Repeat set to Never
Leave Routing set to Closed unless you would like calls on this Friday to follow the Holiday path

I want to be closed for an hour every 2nd Thursday for a Staff Meeting

Click Override
Select Single Day
Set the Start Date to the 2nd Thursday of the month
Click Set Closed Hours and set the time to be closed
Set Repeat to Monthly
Set Repeat On to The 2nd Thursday
Set End Repeat to Never so that this override never expires

I want to close for half a day to start a week-long holiday

Click Override
Select Multiple Days
Set the Start Date and Time you would like to start the closure
Set the End Date and Time when you want to stop the override and go back to your normal schedule
Optional: Set Routing to Holiday if you would like to play a special voicemail greeting during this override. For details, see How to Assign a Sound Clip to a Voicemail Greeting

I want to be closed for lunch

Do you want to play a lunch-specific voicemail greeting that says you're closed for lunch?

NO - Use the existing Closed greeting

Set your Weekly Availability so that there is a gap during lunch. See Adjust Open Hours (Weekly Availability) above.

YES

Don't adjust your main Business Hours schedule and create a new schedule labeled Lunch
Set the Weekly Availability of the Lunch schedule to the hour(s) that you're closed for lunch
In the Switchboard, add a new Schedule object between the Business Hours Schedule and Transfer and Continue
- The Open path goes to a new Leave Voicemail object and select the message you want to play during lunch. Set the Extension to your voicemail box
- The Closed path goes to Transfer and Continue so that the phones ring when you're not on lunch

Note:

Do not add any overrides to the Lunch schedule. Holidays and Overrides should be added to your main Business Hours schedule instead

Resources:

I want to observe a Holiday that isn't in the Holidays list

Click Override
Give the override a Name
Leave Single Day selected (unless you want to be closed for multiple days)
Set the Closed date
Set Repeat to Yearly
Leave End Repeat set to Never
Optional: Set Routing to Holiday

How do I add multiple Holidays at once?

Click Holidays
Scroll and click every holiday that you would like to observe
Click Add Holidays

NOTE:

Every holiday will be added to the Overrides list as its own override. This means that they can be adjusted after they're added. For example, you can add Christmas and then edit the override so that you are always closed for a week after Christmas.
Observed holidays will kick in on Monday if it falls on a Sunday.

I want the answering service to answer calls from 5-8pm on weekdays as well as the weekend

Don't adjust your main Business Hours schedule and create a new schedule labeled Answering Service
Set the Weekly Availability of the Answering Service schedule to 5-8pm M-F and all day on Sat and Sun.
- See Adjust Open Hours (Weekly Availability) above
In the switchboard, add a Schedule object, select Answering Service and put it after the Closed path of your Business Hours Schedule
Add an External Transfer object with the following
- Number - Answering Service's phone number that they provided you
- Timeout - 120 (ensures that the answering service handles the voicemail if they don't answer for some reason)
- Pass Through Caller ID - Checked
- Require 1 to connect - Unchecked
- Optional: There's an arrow in the upper right-hand corner of the External Transfer object that will minimize it so that the switchboard looks cleaner

In summary:

When a call comes in, it will first check your Business Hours schedule
If it's Closed, then it will check your Answering Service schedule
If that's open (between 5-8pm on weekdays or anytime on the weekend) then it will forward the call to your answering service
Otherwise, it will go to the office's voicemail box like normal