Along with the diversion app and condition app, the time condition app is used in the call rules to route incoming calls. Time conditions are useful for determining the routing of incoming calls during working hours, lunch breaks, and public holidays. These time conditions can also be used for employees who work part-time. Unlike the redirect app, no action is required (via a shortcode or qaller app) to enable or disable routing.
The timing of the time condition app can be:
- a period or a series of periods;
one or more dates that return annually or not;
weekdays with start and end times;
- or a combination of these three in one time condition.
When clicking on the time condition Period, you will receive a pop-up in which you can determine the Name, box color and Description.
The Start time and End time are the hours between which the time condition applies to all days from the Start date up to and including the End date.
Good to know:
To create a time condition for the Christmas holidays 2017, starting from Friday December 22, 2017 at 3:00 PM
The first time condition is the first broken day: December 22 from 3:00 PM to midnight.
This type of time condition is useful for creating a time definition for fixed or annual holidays. You can possibly combine this with the time condition period. If you tick several days next to each other, you basically have the same result as in the period-time condition, with the difference that you have the option in the date-time condition to tick Every year instead of just the year.
4. Call Rules
The time conditions are used to help determine the call routing in the call rules.
Drag the TIME CONDITION in the call line, click on the small triangle for the pull-down menu and choose the desired time condition.
Good to know:
You can reverse the time condition by turning this time condition to Yes.
With this you can determine the routing of what should happen after office hours in the example on the right.
If you only have one time condition in your calling plan, this action is not necessary because the calling plan is automatically lowered outside office hours.
In the calling line on the right, a voicemail box will be activated during the Christmas holidays. A call group with two devices is activated during office hours and the voicemail box "after office hours" after office hours.
Good to know:
It is best to start building up the call rules with the time condition that office hours “over-run”, such as holidays or public holidays.
Make sure that there is a routing for all time periods, otherwise no call will be built outside those periods. For example, suppose that you only create a single time condition, then you should definitely complete a routing after this time condition: call group, transfer, sound (with hang up), selection menu, queue or voice mailbox.