In VCC Live, you can define the timezone of your account, which will affect all projects. In some cases, the local timezone of the user is also considered for a seamless experience.
Setting up your timezone
You can define your Timezone by navigating on the Admin interface to the VCC Live menu -> Contact Center -> Global Settings -> Project preferences -> General.
You can select a single timezone that will be applied to your account.
In each project, you can either use the Default timezone or overwrite it on a Project-level, by navigating to Project -> General and selecting Timezone.
In your project, if you have defined Working Hours for your inbound Voice processes, then the timeheets will consider timezone settings (By default the global timezone settings are considered unless overwritten on a project level). You can set up Working Hours by navigating to Project -> Channels -> Voice -> Inbound and adding Working Hours in Processes.
This means that if you have as an example defined that Working Hours are on Every day between 08:00 and 16:00, then the processes following this process will be only used for inbound calls when the time of the call is between 08:00 and 16:00 in your selected timezone.
You can set up the system in a way that in case agents are setting up a callback or shared callback, then the time slots displayed to them are in their local timezone based on the settings on their local computer. You need to enable this in each relevant project by navigating to Project -> Channels -> Voice -> Outbound and selecting Agent timezone
Phone number callability timeframe
In case you would like to limit your users when they are able to call certain phone numbers, then you can define this in the Fields settings of your project. If you select a phone field, you can define the timeframe by navigating to Phone settings. For this to consider the global timezone settings, you need to enable this in each relevant project by navigating to Project -> Channels -> Voice -> Outbound and selecting Apply project time zone settings for Phone fields and OIVR
If your project is set up as an outbound IVR, you can set up the system to consider the global timezone setting when defining Outbound IVR business hours. You need to enable this in each relevant project by navigating to Project -> Channels -> Voice -> Outbound and selecting Apply project time zone settings for Phone fields and OIVR. In case your project has a different timezone setting than the default one, then this will be considered here.
This means that if you have as an example defined that Business Hours are on Every day between 08:00 and 16:00, then the Outbound IVR will only initiate calls between 08:00 and 16:00 in the selected timezone.
When using reports on the VCC Live interface and exporting data from them, data is displayed in the local timezone of the user as set up on the user’s computer. This affects the following reports:
- CDR Log
- User-based statistics
- User State Log
- Database Export
- Mass Export
- Records list
- SMS Log
In case of an export, the timezone can be found in the export filename as well
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