Configure welcome services

Configuration of welcome services is performed from the welcome management window.

One or several welcome services can be configured for a company. Each welcome service is associated to a public number and has its own calendar of opening/closing hours, with the possibility to:

• For opening hours:

  • Configure opening hours for each day of the week, and for specific calendar dates: see: Configuring an opening hours calendar.

    Note:

    • The opening hours of specific dates override the opening hours defined for weekdays.
    • The time zone defined for the company in the Information tab applies to welcome services and opening hours calendar. The selected time zone is displayed in the Open hours tab.
  • Configure a welcome voice prompt by uploading an audio file (wav format) in Rainbow (mandatory operation): see article: Customize voice prompts
    By default, there is a no predefined welcome voice prompt configured in Rainbow.
  • Replace the default voice prompt for closing hours by a customized voice prompt: see article: Customize voice prompts.
  • Associate a destination, either a company member, hunt group (with or without waiting queue) or Automated Attendant: see: Creating a welcome service.
    Welcome services can be entry points of Automated Attendants. They are identical to the welcome services configured for a company, except for opening hours, where the destination will always be the Automated Attendant.
• For closing hours:

  • Associate a destination using one of the following:

    • The default calendar where all closing hours have the same destination. The destination can be either the voice prompt for closing hours, a company member, hunt group (with or without waiting queue), external number or automated attendant: see: Creating a welcome service.
    • A specific calendar where the periods of closing hours (time slots and/or specific days) have their own destination. Destinations can only be customized voice prompts: see: Configuring a specific calendar for closing hours.
    Note: When configured, the specific calendar overrides the default calendar.

• If the welcome service is in open state, close manually the welcome service: see: Closing manually a welcome service.

  Note: When the welcome service is closed manually, the default calendar overrides the specific calendar regarding closing hours.
• Analyze the welcome service activity (e.g. number of incoming calls received, routed, ...) through the Analytics menu.

When the public number associated to a welcome service is called, the welcome voice prompt is always played once, then:

• If the welcome service is in open state, the call is sent to the destination for opening hours
• If the welcome service is in closed state, the call is sent to the destination for closing hours

Accessing the welcome service management window

1. From the Rainbow application, click on Manage your company in the left panel.
2. In the MY COMPANY panel, click on the name of your company.
3. In the left panel, click on Communication.
4. In the right part of the window, click on the Welcome services tab.

Creating an opening hours calendar

1. From the welcome management window, click on Calendar, then Create at the top of the right panel.

2. Enter the name of the opening hours calendar and click on Create.

   Note: The new opening hours calendar is created and can be completed for each day of the week, and for specific calendar dates: see: Configuring an opening hours calendar.

Configuring an opening hours calendar

1. From the welcome management window, click on Calendar and select the target opening hours calendar.
2. Select the Open check box and configure one or several ranges of opening hours using the + button, or select the Open 24/24 check box.
3. For specific calendar dates, click on Specific days at the top of the right panel.
4. Click on Add date, modify the date (current date is proposed), and configure one or several ranges of opening hours using the + button, or select the Open 24/24 check box.
5. Click on Apply.

Creating a welcome service

1. From the welcome management window, click on Welcome, then Create at the top of the right panel.

2. Review/modify the following parameters:

   Calendar	Select the opening hours calendar to associate to the welcome service among listed available calendars
   Name	Enter the name of the welcome service
   Public number	Select the public number to associate to the welcome service among listed available numbers
   Open hours	Select the destination to associate to opening hours
   Directly to voicemail	When this option is selected, all incoming calls received during opening hours will be forwarded directly to the destination's voicemail (e.g. company member, hunt group)
   Closed hours	Select the destination to associate to closing hours
   Directly to voicemail	When this option is selected, all incoming calls received during closing hours will be forwarded directly to the destination's voicemail (e.g. company member, hunt group)

3. Click on Apply.
   The welcome service is created and displayed in the service list with public number, destination for opening hours and opening hours calendar.

Configuring a specific calendar for closing hours

This operation can be performed only when:

• The welcome service has been created

• The customized voice prompts, to be played for closing hours, have been configured for the welcome service: see article Customize voice prompts

  Note: A maximum of ten customized voice prompts can be configured for a welcome service.

To configure a specific calendar for closing hours:

1. From the welcome management window, click on Welcome, then the target welcome service.

2. In the Custom destinations field, click on Edit.

   The Show calendar button allows to access the calendar configured for opening hours and the Customize voice prompts allows to access the customized voice prompts configured for company. A message is displayed if there is not any customized voice prompt uploaded for the company.

3. In the Time slots window, configure one or more closing time slots using the Add button:

   • For each time slot, select the start and end times, the target day(s) and the customized voice prompt to be played.

     Note: A maximum of five time slots can be configured for the closing hours.
   • Select the order in which the time slot is executed using the up and down arrows

4. For specific calendar dates, in the Specific days window, click on the Add button, select the start and end times, modify the date (current date is proposed), and select the customized voice prompt to be played.

   Note: A maximum of ten specific days can be configured for the closing hours.
5. Click on Apply to validate configuration.
   Example of configuration:

6. Click on the cross icon at the top right to close the window.

   The message Some custom destinations are defined is displayed for the welcome service.

Closing manually a welcome service

1. From the welcome management window, click on Welcome.
2. Move your mouse over the target welcome service in Open state, click on , and select Close the welcome service.
   A confirmation message is displayed.
3. Click on Continue.
   The state of welcome service changes to Closed.

Deleting a welcome service

1. From the welcome management window, click on Welcome.
2. Move your mouse over the target welcome service, click on, and select Remove service.
   A confirmation message is displayed.
3. Click on Remove.
   The welcome service is deleted from the service list.