Split business hours.

BUSINESS

Was this issue ever fixed? 

We just moved all our services over from Ring Central. In their system, we could setup "Custom Rules" for a person, IVR, or a call queue. The custom rule allowed us to setup lunch hours so that calls coming in from 12-1 could automatically be directed to voicemail. 

Custom rules also allowed us to set dates. We could, for example, setup a custom rule to re-direct a call for any person or call queue, to another person/queue/IVR between specific dates. For example, if a person was on leave for a known period of time, we could say from April 1st to April 15th, re-direct calls to another extension. On the 16th, the rule would automatically turn off and calls would flow through to the original destination again. 

Zoom Team,

I must confess to be a little surprised this feature has not already been implemented.  I have completed the first phase of migrations and am now hesitant to move forwards as this would involved migrating 100's of IVR's from legacy solutions. The 'Cascading Queuing' solution results in too many additional Queues / Auto-Receptionists when dealing with multiple languages creating an administration and dependency management nightmare.  Adding the ability to create 'Split' hours would to me, as an ex-developer seem very straightforward and hugely beneficial for any administrators building Zoom Phone solutions.  In addition as Zoom Phone stands today, in my opinion, it really does not support large numbers of IVR's due to missing features / tools relating to the creation and managing of key Zoom artefacts.  EG. Split business hours (EG. 10:00 to 12:00 & 14:00 to 18:00) etc, Business Hours to be managed as reusable assets (EG. Single point of change for multiple Queues, Auto-Receptionists, etc) Multiple Languages in Auto-Receptionists, lack of Bulk Artefact Creation, Artefact Dependency Visualisation & Management.

Community 

hi ​@RGB75  ​@Himani Kafle 

Zoom Phone addesses break hours as follows for Zoom Phone users:

How to manage break hours

Add break hours

Add hours for when you're taking a break during the day.

Admin

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration, then click Phone system, followed by Users & Rooms.
4. Click the name of the phone user for whom you want to adjust settings.
5. Click the User Settings tab.
6. In the Break Hours section, to the right of Break List & Call Handling, click Manage.
   You will be directed to the break call handling page.
7. At the top of the page, click Add.
   A pop-up window will appear.
8. In the window, add a break by completing the following information:
   • Select from the following options:
     • Every business day
       • Name: Enter a break name.
       • Time: Set the time of the break.
     • Custom Hours:
       • Name: Enter a break name.
       • Set the custom hours. You can also choose Apply hours to every day.
9. Click Save.
   The break will be added to the break call handling page.

User

1. Sign in to the Zoom web portal.
2. In the side menu, click Zoom Phone.
3. Click the Settings tab.
4. In the Break Hours section, to the right of Break List & Call Handling, click Manage.
   You will be directed to the break call handling page.
5. At the top of the page, click Add.
   A pop-up window will appear.
6. In the window, add a break by completing the following information:
   • Select from the following options:
     • Every business day
       • Name: Enter a break name.
       • Time: Set the time of the break.
     • Custom Hours:
       • Name: Enter a break name.
       • Set the custom hours. You can also choose Apply hours to every day.
7. Click Save.
   The break will be added to the break call handling page.

Access call-handling settings for break hours

After adding break hours, you can access call-handling settings for breaks.

Admin

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration, then click Phone system, followed by Users & Rooms.
4. Click the name of the phone user for whom you want to adjust settings.
5. Click the User Settings tab.
6. In the Break Hours section, to the right of Break List & Call Handling, click Manage.
   You will be directed to the break call handling page.
7. Select a break.
8. To the right of the break, click Edit to edit the break's name and hours, then click Save.
9. To the right of Call Handling, click Edit.
   A pop-up window will appear.
10. In the window, enable or disable the call handling for break-hours settings.
    Note: Enabled items are in the incoming call forwarding list for break hours.
11. (Optional) Click Add Phone Number to add an External Contact or External Number, then click Save.
12. Click Save.
13. Customize the call handling settings.

User

1. Sign in to the Zoom web portal.
2. In the side menu, click Zoom Phone.
3. Click the Settings tab.
4. In the Break Hours section, to the right of Break List & Call Handling, click Manage.
   You will be directed to the break call handling page.
5. Select a break.
6. To the right of the break, click Edit to edit the break's name and hours, then click Save.
7. To the right of Call Handling, click Edit.
   A pop-up window will appear.
8. In the window, enable or disable the call handling for break-hours settings.
   Note: Enabled items are in the incoming call forwarding list for break hours.
9. (Optional) Click Add Phone Number to add an External Contact or External Number, then click Save.
10. Click Save.
11. Customize the call handling settings.

Please see Zoom support article for additional information.

Customizing call handling settings

Please also see Zoom support article for Auto Receptionists

Changing auto receptionist settings

Please also see Zoom support article for Call Queues

Changing call queue settings

thanks, eliot