Adding/ Editing a Calendar

Adding a Calendar

OpenAnswer has built-in scheduling calendars to handle agent scripts which require appointment scheduling. To add a calendar, go to 'Phone Number Setup', 'Calendars', and click on the 'Add new calendar/ service' link.  The user will be prompted to fill the following fields to configure the calendar:

  • Name - a title to easily identify the calendar
  • Description (optional) - a short description for what the calendar is for
  • Category - a 'daily' calendar will show a month view from which a day-long event can be scheduled.  A calendar designated as of the type 'time slots' will provide a daily view on which time slots can be booked for appointments
  • Service duration in minutes - this field only appears when the calendar is of the 'time slots' type.  It is the default duration for an appointment.  During the appointment creation, the default end time of the appointment is automatically calculated based off this value

Once all the fields are filled in, click the 'Save' button.  Upon a successful save, the user will then be prompted to edit the calendar to add caller prompts, select service providers, and specify the service provider's work schedule.

Editing a Calendar

To edit a calendar, click on the row where the calendar appears on the calendar list.  The edit page will appear, looking similar as the one shown below.  The top portion of the edit page contains the basic information about the calendar entered during creation, such as the name, description, type of calendar,  etc. 

Caller Prompts

The 'Prompts' section contains the information the agent will need to collect from the caller to during appointment scheduling.  To add additional prompts, click on the '+' link in the header of the Prompts table. 

To delete a prompt, click on the 'x' link on each row.  There has to be at least one prompt for each calendar, so the delete option does not appear for the first prompt.  Each prompt can be specified as required or optional.  The operator will not be able to create the appointment without filling in all the required prompts. 

The display order of the prompts can be re-ordered by clicking on the up/ down arrows next to each prompt.  Please note that the reorder links do not appear next to the first row.  When entering the prompt title, click the down arrow on your keyboard to select from a list of pre-defined prompts or type in a custom prompt title if none of the choices is suitable.

Service Providers

Each calendar can be configured to have multiple service providers.  For example a pet grooming shop may have a 'Grooming' calendar with two different groomers available.  Each groomer has a different work schedule which is edited as described in the next section of this documentation. 

The providers are selected from the list of employees that have been defined for the sub-account.  A method of notification should be selected for each provider.  If the employee wants a notification sent out every time an appointment is created or edited, check the 'notification' checkbox for the service provider.

Working Plan/ Schedule

After a provider is specified, a working plan/ schedule needs to be put in place.  This schedule determines which time slots or days, depending on the calendar type, are marked as available for setting appointments.  For daily calendars, the workplan consists of specifying which days are available for booking. 

The work schedule shown above results in the scheduling calendar shown below.  As configured in the working plan above, the scheduling calendar 

For calendars with time slots, the work schedule consists of working hour ranges that the provider is available.  Example of a work schedule is shown below where the provider's main working hour are weekdays from 9 am to 5 pm, except for Mondays.  On Mondays, this provider is available from 10 am to 5 pm.  This provider also has breaks daily from 11:30 am to 12:30 pm and an extra break on Mondays between 2 pm and 2:30 pm.

The work schedule above results in a calendar shown below.  The grayed out areas are time ranges where the provider is not available and the green areas correspond to the break periods specified for the provider shown above.