Ramadan change log for HCI CA net2phone call centre

Operations record + Ramadan change log for HCI CA net2phone call centre internal documentation.

Net2Phone – HCI Donor Care Call Queue

Effective Date: February 23, 2026

Provider

net2phone

Call Queue Details

• Queue Name: Donor Care

• Queue Number: 8804

• Assigned Extensions:

  • 28

  • 29

  • 30

  • 31

Regular Business Hours (Pre-Ramadan)

• Monday – Friday

• 9:00 AM – 5:00 PM

Ramadan 2026 Hours Update

For Ramadan 2026, donor support hours will be extended as follows:

• Monday – Sunday

• 9:00 AM – 12:00 AM (Midnight)

Changes implemented:

• Weekend coverage added (Saturday & Sunday)

• Daily hours extended by 7 hours

Operational Considerations

For extended Ramadan hours, confirm:

1. Staffing coverage for late shifts

2. Call overflow routing (voicemail vs backup queue)

3. After-hours voicemail messaging updated

4. Holiday-specific announcements (Eid days)

5. Call recording compliance maintained