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Documentation Index

Fetch the complete documentation index at: https://portaldocs.peartelco.app/llms.txt

Use this file to discover all available pages before exploring further.

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Overview

Calendar and Scheduling is where you define when your practice is open and tell the phone system where to send calls at different times. There are two tabs that work together:
TabWhat it does
Time GroupsDefine your recurring weekly business hours — for example, Monday to Friday 9am to 5pm
Time ConditionsCreate the routing rules that send calls to the right place based on your time groups
Go to Calendar and Scheduling in the left menu to open the page.
Calendar and Scheduling requires Manager access or above. If you do not see this page in the menu, ask your administrator to check your role permissions.

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Time Groups

A Time Group defines when your practice is open on a weekly recurring basis. You can have multiple rules inside a single time group — for example, shorter Saturday hours alongside your standard weekday hours.
Time Groups tab showing a time group being edited with two weekly rules

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How to create a Time Group

  1. Click the Time Groups tab
  2. Click New
  3. Enter a Description — this becomes the name shown in the list (for example, Business Hours - Weekdays Only)
  4. Under Weekly Hours, click Add Rule
  5. Click the day badges to select which days this rule applies to — selected days turn green
  6. Set the Start Time and End Time
  7. If you need different hours on a different day (for example, shorter Saturday hours), click Add Rule again and set up a second rule
  8. Click Save

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How to edit a Time Group

  1. Click the time group name in the list on the left
  2. Update the description, days, or times
  3. Click Save

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How to add or remove a rule

Each time group can have multiple rules. For example, one rule for Monday to Friday and a separate rule for Saturday.
  • To add a rule, click Add Rule inside the edit form
  • To remove a rule, click the red Remove button on that rule

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How to delete a Time Group

  1. Click the time group name in the list
  2. Click Delete and confirm
Deleting a Time Group that is used by a Time Condition will break that condition’s routing. Update or delete the Time Condition first.

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Time Conditions

A Time Condition is the routing rule that connects your Time Group to your call flow. It checks whether the current time matches the schedule, then sends calls to one destination if it matches, or a different destination if it does not.
Time Conditions tab showing a single condition routing calls based on Business Hours
The table shows each condition with:
ColumnWhat it shows
NameThe name of this routing rule
TypeAlways Time Group — based on your weekly schedule
ScheduleWhich Time Group this condition uses
Match DestinationWhere calls go when the schedule matches (during open hours)
No Match DestinationWhere calls go when the schedule does not match (outside open hours)

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How to create a Time Condition

  1. Click the Time Conditions tab
  2. Click New Time Condition
  3. Enter a Name for this rule (for example, Default Business Hours)
  4. Select the Time Group to use
  5. Set the Match Destination — where calls go during your open hours (for example, Reception or a queue)
  6. Set the No Match Destination — where calls go outside your open hours (for example, an after-hours announcement)
  7. Click Save

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How to edit a Time Condition

Click the pencil icon on the right side of the condition row, make your changes, then click Save.

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How to delete a Time Condition

Click the bin icon on the right side of the row and confirm. The routing rule is removed immediately.
Deleting a Time Condition affects live call routing straight away. Make sure you have an alternative rule in place before deleting.

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Frequently asked questions

What is the difference between a Time Group and a Time Condition? The Time Group defines your schedule (which days and hours you are open). The Time Condition is the rule that routes calls based on that schedule. You need both for automatic call routing to work. Can I have more than one Time Condition? Yes. You might have one for your main business hours and another for a department with different hours. Each condition routes calls independently. My calls are routing at the wrong time. What should I check? Check the Time Condition is pointing to the correct Time Group, then open the Time Group and confirm the days and times are set correctly. If everything looks right, contact the Pear support team via the Support link in the left menu. Can I update my own business hours? Yes. Open the Time Group, update the times, and click Save. The change takes effect immediately.