The Clock module is designed to redirect calls based on the current date, weekday, and time. By configuring multiple clocks, specific schedules can be defined for each department.

There are two permanent system clocks:

• Day/Night Clock – Used in the UCS Management Console’s trunk settings to determine which numbers can dial during day or night hours. This clock cannot be deleted.
• Office Hours Clock – Used as the default for creating new User Office Hours schedules, with times rounded to the nearest quarter-hour. It also determines when the next working day begins and serves as the base for derived clocks in call flow management. This clock cannot be deleted.

Other clocks may be categorised as:

• Module Clocks – Used in modules such as menus or routers, exclusively for defining opening hours.
• Link Clocks – Used within the call flow and include a "Next Module" link.
• Derived Clocks – Used within the call flow, inheriting the Clock Times of their base Clock as opening hours.

When closed, the ‘When Closed’ module from the base clock is applied. When open, the ‘When Open’ module is used. If a Clock Exception exists in the base clock, the Next Module assigned to that exception is executed. Derived clocks cannot be used in routers.

Typically, derived clocks are beneficial when a company has a standard opening hours clock (usually the Office Hours Clock) but requires different call flows while maintaining the same schedule. This approach ensures centralised clock management while allowing flexible application across various call flows.

Clock Timetables

Each clock consists of different timetables:

• Clock Times – Defines regular opening hours. During these periods, calls are routed according to the Next Module of the Basic Clock Time. Multiple Basic Clock Times can be set to allow different call routing paths depending on the day and hour.
• Open Exceptions – Allows additional opening hours and assigns the appropriate Next Module. For example, if a department extends its hours during peak periods, calls may be routed to its router as they would during regular hours.
• Closed Exceptions – Used for irregular schedules based on specific dates and times, such as holidays or special events. For example, if a department is closed for Christmas, calls can be redirected to voicemail.

When none of the clock timetables apply, calls are routed via the path defined in the Default "When Closed" module within the Clock settings.

How the Clock Works

When a call is directed to a Link Clock, the Clock module determines the next step as follows:

1. It retrieves the current system date and time to identify the day of the week.
2. It checks for any matching Open Exception in the Clock. If one is found, the call follows the Next Module defined for that exception.
3. It checks for any matching Closed Exception in the Clock. If one is found, the call follows the Next Module defined for that exception.
4. If no exceptions match, it searches for a relevant Basic Clock Time entry. If found, the call is routed to the designated Next Module.
5. If none of the timetables within the Clock apply, the call is routed according to the "When Closed" path defined in the Clock properties.

Creating a New Clock

1. In the left-hand pane of the Explorer, navigate to Phone & Text > Clock. The existing Clocks will be displayed. Click on any Clock to view its settings.
2. To create a new Clock, click Add.

A new Clock will be created with the following options:

• Name – Enter a logical name for the Clock, as this will be displayed in reports.
• Type:
  • Module Clock – Used in modules such as menu items or routers. No Default Module or Next Module links are available.
  • Link Clock – Used within the call flow, allowing actions to be defined for the Default Module and Clock Times.
  • Derived Clock – Used within the call flow and inherits its opening hours from a selected Base Clock.
• Base Clock – Select the Base Clock when creating a new Derived Clock.
• Time Zone – (For databases created with version 22.50 or higher) Select the applicable time zone for this Clock.
• When Closed – The Default Module that is executed when no Basic Clock Times or Clock Exceptions are applicable.
• Click the pencil icon to configure the next step in the call flow for the Default Mode situation.

3. Click Add to save the Clock configuration.
4. If applicable, proceed to add Basic Clock lines and Exception Clock lines.

Creating a New Clock Time

1. After selecting the Clock, navigate to the Clock Times tab and click Add.

2. Enter the following details:

• Name – Assign a name to the Basic Clock Time.
• Calendar-based Clock Time – Take opening hours from a preconfigured calendar (see below).
• All Day Event – Select this option instead of specifying start and end times if the Clock Time applies to the entire day.
• Start Period – Enter the start time for this Basic Clock Time.
• End Period – Enter the end time for this Basic Clock Time.
• Weekdays Selection (M/T/W/T/F/S/S) – Choose which weekdays this Basic Clock Time applies to.
• Next Module – Define customer-specific call routing.
• Pencil Icon – Click to configure the next step for the call flow

3. Click Save Changes to save the configuration and close the Next Module window.
4. Click Add to finalise the Clock Time configuration.
   • If your opening hours vary by day, create multiple Clock Time entries—one for each unique schedule.
   • If the Clock is used in a Router, the action specified in the Next Module will not be executed. Instead, the Next Module defined in the Clock Exception within the Router will be followed.

Creating a New Calendar-Based Clock Time

It is possible to configure a Calendar-Based Clock Time, where opening hours are determined by the calendar associated with a specified email address. The email address must belong to a User, and a Calendar Integration licence is required.

Calendar entries marked as Busy define when the Clock Time is considered Open.

Calendar-based clock time cannot be used for the Day/Night Clock.

Open Exceptions

Open Exceptions allow you to define additional opening hours.

Creating a New Open Exception:

1. After selecting the Clock, navigate to the Open Exceptions tab and click Add.
2. Enter the following details:
   • Name – Assign a name to the Open Exception.
   • Start Period – Enter the start time for this Open Exception.
   • End Period – Enter the end time for this Open Exception.
   • All Day Event – Select this option instead of specifying start and end times if the exception applies to the entire day.
   • Next Module – Define customer-specific call routing.
   • Pencil Icon – Click to configure the next step in the call flow.
3. Click Save Changes to save the configuration and close the Next Module window.
4. Click Add to finalise the Open Exception configuration.

Closed Exceptions

Closed Exceptions allow you to define additional closing hours.

Creating a New Closed Exception:

1. After selecting the Clock, navigate to the Closed Exceptions tab and click Add.
2. Enter the following details:
   • Name – Assign a name to the Closed Exception.
   • Start Period – Enter the start time for this Closed Exception.
   • End Period – Enter the end time for this Closed Exception.
   • All Day Event – Select this option instead of specifying start and end times if the exception applies to the entire day.
   • Next Module – Define customer-specific call routing.
   • Pencil Icon – Click to configure the next step in the call flow.
3. Click Save Changes to save the configuration and close the Next Module window.
4. Click Add to finalise the Closed Exception configuration.

Additional Considerations:

• If no Next Module is defined, the default "When Closed" exit will be used.
• If this Clock is used in a Router and no Next Module is defined, the Router Clock Closed Exception will be applied instead.

Public Holidays

It is possible to import public holidays and customer clock exceptions that automatically repeat each year.

These exceptions are defined in the Settings > Public Holidays section. 

Steps to Import Public Holidays:

1. Click Import Public Holidays.
2. Select the relevant country and click Import.
3. Click Import again to finalise the process. The public holidays will be imported and displayed.

Important Considerations:

• An import will only add an exception if the name does not already exist.
• The Next Module setting will not be overwritten.
• The system will automatically update the Start Period and End Period to the next upcoming occurrence.