When creating a campaign in the Invoca platform, you can set specific “Hours of Operations” for that specific campaign when you expect your call traffic to perform best. Your campaigns will still receive calls outside of the set hours of operation, but your Invoca account can use these times of the day to affect your call treatment routing behavior and trigger Signals.
Hours of operation are set in ranges, meaning you can set the specific time of day when you start receiving calls and the specific time when you stop receiving calls. You can set a unique time range for each day of the week — however, you cannot set more than one time range per day.
If you wish to set two different time ranges for a certain campaign — for example, if your call center is open from 8 a.m. until 5 p.m., with a lunch break between 12 p.m. and 1 p.m. — that is not possible within a single campaign. However, there are two possible alternatives:
- You can create two identical campaigns and set different hours of operation for each. For example, Campaign A receives calls between 8 a.m. and 12 p.m., while Campaign B receives calls between 1 p.m. and 5 p.m.
- You can maintain only one campaign and have the hours of operation include the full time range from opening to closing. Using the above example, those hours would be 8 a.m. to 5 p.m. If you decide to follow this option, you should be aware that calls will still come in while the call center is closed — in this example, from 12 p.m. to 1 p.m. During this time, your phone calls:
- will not be answered, but will ring and show up in reporting
- will not be paid in case the call was sent by an affiliate
