For full flexibility of your contact center, Regal supports both Business Hours and Call Restrictions Settings for a broad range of control over when calls can be handled/placed:
- Business Hours are an operational schedule in your office / schedule timezone. They are meant to represent when your agents are working. Business Hours determine when your agents are available to be contacted by inbound Call or SMS, or when they can handle outbound progressive dialer campaign calls. If an inbound call or SMS comes in outside of your Default Business Hours, contacts will receive an after-hours message. You can also create additional custom business hours to be referenced in your IVRs.
-
Call Restrictions (including Daily Available Hours, also called Quiet Hours) are a compliance schedule in the contact’s local timezone. They control when campaign outbound calls and ASAP callbacks may be placed to a contact. Call Restrictions also include weekend restrictions, State / federal holidays, State of emergency (curfews, disasters), and Daily call limits.
- Note: Inbound calls, manual outbound calls, and scheduled callbacks are not subject to Call Restrictions.
Quick decision
| If you mean… | Change this | Timezone that matters |
|---|---|---|
“My human team logs off at 10pm. Stop outbound progressive dialing after that.” |
Business Hours |
Office / schedule timezone |
“Never call contacts after 10pm their time.” |
Call Restrictions → Daily Available Hours |
Contact local timezone |
“Inbound callers after hours should hear an after-hours message.” |
Default Business Hours |
Office / schedule timezone |
“An IVR should branch based on a special schedule (holiday hours, a second site, etc.).” |
Custom Business Hours (referenced in the IVR) |
That schedule’s timezone |