Incoming call flow based upon time and date

In this section we will explain the Incoming routing calls conditioned by time ranges, to configure the flow of incoming calls to different internal destinations from comparing the date & time a call arrives and a related pattern (of dates & times), so that you can plan in advance if a call should go to one destination or another according to the result of that comparison.

For example, a call could go to an incoming campaign within the business-hour and to an IVR that reproduces an announcement about business/after hours, when the call enters outside that defined range.

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Figure 1: Time conditions

There are two modules that work together and allow you to implement this class of incoming call flow.

Time groups

The Time Groups Module is used to define periods of time that can then be selected in the Time Conditions module.

To define or edit time groups, you must access the menu item Telephony -> Time groups. To add a new group, press the Add new group button.

The time group screen is shown in Figure 2.

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Figure 2: Time groups

The Time Groups Module is directly related to the Time Conditions Module, because a time condition compares call time to the time(s) defined in the time group. A time group must be set up first. The Time Conditions module allows the selection of a time group from a drop-down menu.

Time conditions

The Time Conditions module creates a destination to which you can route calls. When a call arrives at the Time Condition destination, the system will check the current system time and date against the Time Group pattern that you asosiated. The system will then route the call to one of two destinations that you define.Time Conditions can also be used to route calls to different destinations during business hours vs. after-hours, for example.

The Time Conditions module is related to other modules that can choose a destination, such as:

  • inbound routes
  • IVRs
  • failover destinations
  • another time conditions

To generate a time conditions node, you must access Telephony -> Time conditions

The configuration screen is similar to Figure 3.

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Figure 3: Time conditions

Finally we have this routing element available to be used by example as the destination of an incoming route.