Horizon | Adding and Managing Schedules

Horizon | Adding and Managing Schedules

Access horizon portal

Access the Horizon login portal with the below link:
If you do not have access to your user or admin account, please contact us at support@eclipsenet.co.uk to regain access.
Just note your extension number and the company you're from, ideally from the associated email address of the user.


IVR

You will need to have an administrator account to be able to access and edit IVR schedules.

Accessing IVR Schedule

When you are logged in as an administrator, navigate to the Call Groups tab near the top of your screen and select the Auto Attendant option.
      

Locate the IVR you would like to edit, and on the right of that option, select Edit.
      

When the page loads, select Menu Options.
      

Just under the Menu Options, you will see two options: "Use the same menu at all times" and "Use different menus during and after business hours".
If you only need one set of options without a schedule, you do not need to change this option, but to set up the schedule for two sets of menu options select the latter option: Use different menus during and after business hours.
      

Create a new Schedule and Event for Open Hours

When you select the different menus option, you will see a screen similar to the below; this is where we will manage and create schedules and events.
Click the + button next to Open Hours to set up a new schedule for when the business is open.
      

You will be met with a box to put in the name of the schedule, this is used to help manage multiple schedules.
You may also select the colour that the schedule events will be displayed as.
When you have named the schedule and selected the colour, click Create.
      

When you create the schedule, you will see two more options on the left.
Click the Add Event tab.
Events will be to manage all events on that schedule, we'll cover this later in this article.
Add Event will us to create a new event for this schedule.
You will be given the option to name the event, select if it's an all day event, and specify when it should reoccur, if at all.
As this event if for Open Hours, you should untick the All Day Event and specify your work hours.
If you select Weekly in the Recurs box, you can chose what date this event will apply to.
These hours should be when you business operates, such as from 09:00 - 17:00.
If you have varying hours depending on the day, you will have to add the required number of event to cover those days.
When you have the information set, click Create and this will make the event for you.
      
To add more event, just click Add Event and complete the same steps as above.
When you have all your events added, you can close that window.

From the Menu Options tab, you should see your new Schedule in the Open Hours slot, you can swap this out for other events if you require.
If you click the EYE icon next to the selected schedule, you will be able to see a calendar view of that schedule. An example is below.
      
      

Create a new Schedule and Event for Closed Hours

A Closed Hours schedule is used for event that are outside of the usual business hours, this should not be used for standard closed hours as these are set in the Open Hours schedule.
Examples of Closed Hours events: Bank Holidays, Staff Training Days, Last Minute Closures, Irregular Closures.
An event for Closed Hours will Override the Open Hours schedule.

When you select the different menus option, you will see a screen similar to the below; this is where we will manage and create schedules and events.
Click the button next to Closed Hours to set up a new schedule for hours when the business with be closed outside of standard hours.
      

You will be met with a box to put in the name of the schedule, this is used to help manage multiple schedules.
You may also select the colour that the schedule events will be displayed as.
When you have named the schedule and selected the colour, click Create.
      

When you create the schedule, you will see two more options on the left.
Click the Add Event tab.
Events will be to manage all events on that schedule, we'll cover this later in this article.
Add Event will us to create a new event for this schedule.
You will be given the option to name the event, select if it's an all day event, and specify when it should reoccur, if at all.
As this event if for Closed Hours, it's likely it will be an All Day Event, but you can specify hours within the day if required.
If you select Weekly in the Recurs box, you can chose what date this event will apply to.
These hours should be when you business operates, such as from 09:00 - 17:00.
When you have the information set, click Create and this will make the event for you.
      

From the Menu Options tab, you should see your new Schedule in the Closed Hours slot, you can swap this out for other events if you require.
If you click the EYE icon next to the selected schedule, you will be able to see a calendar view of that schedule. An example is below.
      
As this is an all day event, it will just specify the name in the colour of the schedule. This will overrule any Open Hours schedule on that day.
If you specify the hours, this will be displayed with the times that the OOH IVR will be enabled.

Managing Existing Schedules

To manage your existing schedules, select it as the active schedule so its name shows next to Open Hours or Closed Hours.
Click the PENCIL next to the schedule you wish to edit.
      
On the left, select Events.
      
From here, you will see all active events on the schedule.
You can click Edit which will take you to a screen similar to when you create an event, you can change the options here.
      
When you have made your required changes, click Update. This will apply those changes to the active schedule.


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Feedback

If you have any feedback for this article or suggestions, please email lines@eclipsenet.co.uk.


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