Time Conditions

From this page, you can create automated schedules for handling calls based on time of day. Once you have a Time Condition created, you will need to route your calls into the Time Condition from places like DDIs or IVRs.

Click on the Time Conditions menu Option

From here, you will see the Time Conditions you have created

You can edit or delete any Time Condition by highlighting the Time Condition and pressing the edit or delete buttons at the top.

Press the Add Time Condition button to create a new Time Condition

Within a Time Condition, you will have three tabs as explained below

• Settings
• Schedule
• Exceptions

Settings (tab) – These are your general settings for this Time Condition, such as Name and where to route calls to when the Time Condition is matched and unmatched

• Early Open/Close – Is time condition in the opposite mode until the next scheduled change? (Toggled by dialing *27*NNN where NNN is a time condition ID).
• Name – Name this Time Condition for your reference.
• Time Zone – Time Zone to be used for when evaluating this time condition in case the current time matcher or not the time condition
• Enabled – If checked the time condition evaluation is active (performed) for when calls reach this time condition, otherwise (if unchecked) the evaluation of the time condition will not take place (the call is always sent to the ‘Match Destination’).
• Shared – Allow this Time Condition to be accessed from other sections of the system, such as ‘Follow-Me’?
  
• Match Destination – Select the specific destination where the caller should be sent when the conditions are true.
• No Match Destination – Select the specific destination where the caller should be sent when the conditions are false.
  
  

Schedule (tab) – Here is where the logic is applied to determine if the caller should go to the True or False Destination.

• Weekdays – This is where we define our Open and Close hours on a per day of the week basis of Monday thru Sunday.

Click on each day of the week, and you can set the Start and End Times. If you are closed for a period like a Lunch Break, you can define that Start and End time for a Break, and that time will be considered closed.
You can click on the Closed button  to quickly mark the whole day as closed.
Anytime a caller makes a call that falls between your Closed time, it will be matched to the False Destination, and any calls that fall between your Open time will be matched to the True Destination.

• Date Range – Here, you can optionally set specific Start and End Dates indicating when this Time Condition will be active. If you leave this blank, it will apply to all days of each year.

If you wanted to set this only to be active for January 1st thru March 31st, 2021, you could set the Start and End dates here. All calls received here after March 31st would automatically go to the False destination. All calls received between January 1st and March 31st, 2021, would be matched to True destination.



Exceptions (tab) – The exceptions list allows you to provide exceptions to the standard Planning Weekdays Conditions described before. This is mainly used to define specific days of the year, such as a holiday, that you would be closed all day.

From here, you can define the Date and the Start and End time for that date that you will be closed. Unlike Planning Weekdays Conditions, the Start and End times will match the False Destination, not the True Destination, since this is an exception rule.

You can define one or more Exception rules here