Q: What if I have multiple ring schedules on a given day? A: The ring schedule created most recently will take effect. This occurs so that if you have a business hours schedule, but a holiday comes about or an unexpected event then you could create a new non-recurring ring schedule that sits on top of your regular business hours. When that one-time schedule is done, then the previously created one (business hours in this scenario) is still live.

Q: How many schedules can I create? A: You can create up to 25 schedules per team. Obviously, the more you have might get a little overwhelming to view but it’s up to you. We recommend that you are mindful about planning ahead for how you’ll manage these schedules to ensure it’s easy to view.

Q: Can I view all my schedules for all teams? A: There is not a calendar that shows ring schedules across multiple teams, but we do allow managers to download ring schedules into an .ics format.

Q: Where do I create call trees or recordings that are used within the schedule? A: Within a team's VoiceHub settings, there are dropdown menus for Call Tree and Custom Recordings. If you haven't created these prior to creating your ring schedule, no problem! Click to "add new call tree" or "add new recording" on steps 2 or 3, and this will take you to those options and SAVE your current ring schedule draft. When you come back into the ring schedule, the draft schedule will show up on the left-hand side under the monthly calendar.

Q: How far in advance can I create schedules? A: The calendar allows you to go to December of 2099. If you want something in 2100, let us know and we will alert you when it’s closer to that time 😊.

Q: Can I make edits to an existing schedule? A: Absolutely! When you open up the ring schedule, you will see all saved schedules and there will be an option to edit those schedules. Use this functionality when you need to make last minute changes. For example, if you have an employee on the ring schedule and they call in sick, you can easily go into that ring schedule, remove them, and save it so they won’t be rung. Just remember that they’ll have to be added back in when they return.

Q: Can I make edits to my schedule via the mobile app? A: Admins and Managers have access to enable or disable ring schedules as well as add or remove advisors from a schedule on the mobile app. Advisors will have a view-only access to the ring schedules for teams they are on from the mobile app. You can read more on ring schedules in mobile here. 

Q: What happens if there is no schedule during a time slot? A: If there is no schedule, callers will go directly to a default voicemail. Because of this behavior, you can intentionally leave a slot blank if you want your customers to go to voicemail. Alternatively, you can also set up a schedule that goes directly to voicemail with a custom recording. Just know that if there is a gap on a 24-hour schedule then it will go to voicemail.