Time condition
Time condition
Together with the Flow control (diversion) component and Condition component, the Time condition component is used in the call plans to route incoming calls. Time conditions are useful for determining the routing of incoming calls during working hours, lunch breaks, team meetings, training sessions and holidays. These time conditions can also be used for employees working part-time. Unlike the diversion component, no action is required (via a shortcode or Qaller app) to turn the routing on or off.
Contents Time Condition
- Configuration of Time Conditions
- Types of time condition
2.1 Period
2.2 Dates
2.3 Weekdays - Application in the dial plan and/or IVR
1. Configuration of Time Conditions
From the menu at the top of the admin panel, click on Time Conditions and then on the [Add] button to set your most frequently used periods and dates, which you can later select in all your call plans and IVR - Interactive Voice Response.
2. Types of Time Condition
The time determination of the time condition component can:
· be a period or a series of periods;
· one or more dates that may or may not recur annually;
· weekdays with start and end times;
· or a combination of these three in one time condition.
2.1 Periode
When you click on the time condition Period, you get a pop-up in which you can determine the Name, Box colour and Description.
The Start Time and the End Time are the hours between which the time condition applies on all days from the Start Date to the End Date.
Good to know:
To create a time condition for the period of the Christmas holidays, starting from Friday 22 December at 15:00 until Tuesday 2 January at 08:30, you need to split this period into 3 periods by clicking [+Add condition].
The first time condition is the first broken day: 22 December from 15:00 to 00:00.
[+Add condition ]
The second time condition is full days from 23 December to 1 January with start time 00:00 and end time 00:00.
[+Add condition ]
The last time condition is again a broken day from 00:00 to 08:30.
2.2 Dates
This type of time condition is useful for creating a time definition for fixed or annually recurring holidays. It can be combined with the Period time condition. If you check several days next to each other, you will basically get the same result as in the Period time condition, with the difference that in the Date time condition you have the option to check Every year instead of just the year.
In the example shown, the company is closed on 1 January, 1 May and 25, 26 and 31 December each year. The firm will be closed on 14 May from 12:00 to 00:00 and for the holiday period from August 19 until the 31th of August.
Good to know: There is currently no built-in calendar for holidays.
2.3 Weekdays
This time condition returns weekly and is used to display opening hours. You can also personalise this time condition for employees who work part-time.
The office hours of the example shown here are from Monday to Friday from 09:00 to 18:00 and [+ Add condition] on Saturday from 09:00 to 12:00.
3. Applications in the Dial Plan and/or IVR
Drag the TIME CONDITION into the calling plan or your IVR - interactive voice response, click on the small triangle in front of the drop down menu and choose the desired time condition.
Good to know:
You can reverse the time condition by setting Inverse this time condition to Yes.
In the example shown here, you can determine the routing of what needs to be done after office hours.
If you have only one time condition in your calling plan, this action is not necessary because outside office hours the calling plan automatically goes down one step.
In the dialing plan shown, a "Voicemail Closed" box will be activated during the holidays. During office hours, a ringing group with two stations will be activated, and after office hours the "Voicemail Closed" box will be activated again.
Good to know:
It is best to start with the time conditions that "overrule" office hours, such as holidays or public holidays, when setting up the call plans.
SUPER IMPORTANT:
Make sure that a routing exists for all time conditions, otherwise no call will be established outside these periods.
For example, if you create only one time condition, then you must definitely fill in a routing after this time condition: hunt group, transfer, sound (with hang up), IVR, queue or (voice)mailbox.
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