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Working hours tell TalkChief when each team takes calls. Media is the audio callers hear, such as greetings, menu prompts, and hold music. Both feed into your call flows.

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Working hours

Working hours exist at two levels:
  • Company default: set in Configuration → Settings → Account under Working Hours, along with the Company time zone. Teams use these unless you change them.
  • Team: set on each team’s Settings tab. A Time Condition step in a call flow uses these hours.

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Set a team’s working hours

1

Open the team settings

Go to Team → Teams & Members, select Manage Team on the team card, and open Settings.
2

Add a rule

Under Working Hours, select Add rule. Each rule has a From time, a To time, and Working Days.
3

Enter the times

Times use the 12-hour clock. Enter each time as hh:mm and pick AM or PM. For example, 5:00 PM is 17:00. The rule shows the 24-hour version so you can check it.
4

Pick the days

Select at least one working day for the rule.
5

Save

Select Save changes. Select Discard to undo your edits.
Use more than one rule for split shifts. For example, add one rule for 9:00 AM–1:00 PM and another for 2:00 PM–6:00 PM on the same days.
The team’s Time Zone comes from the company settings. If you see This team has no timezone configured on the server, ask an admin to fix it before saving.
Team Settings tab with two working-hours rules for Monday to Friday and the Save changes bar visible

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Fix overlapping rules

Two rules can’t cover the same day and time. If they do, TalkChief highlights them and shows which rules overlap and when. Change the days or hours so only one rule applies at any time. You can’t save until you fix it.

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Use working hours in a call flow

Add a Time Condition step and pick the team’s working hours under Search team working hours. The flow then splits:
  • Open: calls during working hours.
  • Closed: calls at all other times.
For rules in a time zone you choose, use Advance Time Condition instead. See Call flows.

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Media

Media holds the audio files used across your phone system. Go to Configuration → Media to open the Media Manager.

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Upload a file

1

Start the upload

Select Upload Media.
2

Choose the file

Pick an MP3 file of up to 5 MB.
3

Name it

Enter a Media Name that says what the file is, such as “Main menu prompt”. Select upload.
Only MP3 files are accepted. Convert WAV or other formats to MP3 before you upload them.
You can also upload a file while editing a Play Media step in a call flow. Select Upload a new media.

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Set music on hold

The Music On-Hold card sets the audio callers hear when they’re on hold. Pick a file from the list. The card shows Active once a file is set.
Media Manager with the Music On-Hold card set to a demo track and the Media List showing three demo files

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Manage your files

The Media List shows every file. Search by name, play a file to check it, and use Actions to:
  • Rename a file.
  • Delete a file. You type the media name to confirm.
Check that a file isn’t used in a call flow, IVR, or queue before you delete it.

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Where media is used

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Frequently asked questions

The file must be an MP3 and no larger than 5 MB. Check the file type and size, then try again.
Two rules probably overlap, a rule has no working day, or a start time is after its end time. Fix the highlighted rule and save again.

Call flows

Use working hours and media in your routing.

Teams and members

Manage the teams that own working hours.