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Knowledge base centre

Time-based Call Routing

Introduction


At the end of this article, you will be able to filter calls based on the time of the call. The article will also assist you with some common uses of the time condition object within your call flow configuration. Should you need any assistance, feel free to contact our support department.

 

Configuring a PBX time condition


The PBX time condition object is a feature that allows you to filter calls to different exit clauses based on metrics such as; time, day or month. Once you have logged into your customer portal, click on the PBX tab. Then select the time conditions from the toolbox menu on the left, drag and drop the object onto the main configuration screen. Next, click on the settings icon. 

 

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Click on the "Add time condition group" button located at the bottom of the settings window, then the green plus icon to add the required metrics. On clicking the plus icon you can add hours, day of the week, date and month conditions. Additionally, you have the ability to add multiple conditions into a single time condition object, this is very useful if you are configuring time conditions for public holidays.

 

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Finally, connect your time condition exit clauses to your call flow objects, and apply the configuration.

 

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PBX time condition usage

 

This scenario simulates a retail shop operating from Monday to Friday 9 AM to 10 PM, and Saturday 9 AM to 11.30 PM. Additionally, this business does not open over the Christmas holiday period. To achieve the desired business requirements, two times conditions were created, the first to check for the holiday period and the other one to check standard business hours. Below outlines the public holiday condition to filter calls over the Christmas period. 

 

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The screenshot below outlines the configuration for the business hours requirements.  

 

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Lastly, the final requirement was to send calls to a voicemail outside of business hours and during public holidays, and to the single user inside the business premises during business hours. Below shows a representation of how this configuration was set from within the PBX portal.

 

timecond8.PNG

 

Watch this in action

 

The video below will show you a visual representation of the areas covered throughout this knowledge base guide.

 

timecond.gif[[title=Time-based Call Routing]]
[[description=The PBX time condition object is a feature that allows you to forward calls to different destinations based on the time, days or month. Additionally, it is possible to create different rules of time to route your calls.]]

 

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