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03
02,15

What is TIME BASED ROUTING?

By Alan
System features

What is TIME BASED ROUTING?

Time based routing is for people who want to offer their customers a better out of hours service.  Do your phones just ring at night or go to voicemail?  Time Based Routing allows you to offer better and more efficient services to your customers, even when you are closed, and is an important part of your customer services strategy.

Time based routing is the process of automatically switching parts of your telephone system on or off at certain times, and is a useful way of offering things like out of hours menu systems, or closing a particular department at different time to others.

Time base routing (also called time management) uses logical timelines to open and close elements of your system.  

 

These are as follows-

  • IVR Menus

  • Groups

  • Announcements

  • Group Voicemail

 

This means that all of these elements can be switched on or off using a logical set of rules, specified using time.

Setting this up

Setting up and changing time base routing is simple.  In most cases, we will set up the time based routing for you, according to your system build profile that you submit to us when you first order your telephone system.  After this is done you can either call Customer Services free of charge on 100 and they can edit this for you, or you can use the customer portal to change your time management.

Time based routing would normally be activate on the telephone system element that normally receives the calls when you are open, for example a main menu or a main group.  You can check where this is by looking at your telephone numbers and seeing where these terminate.  You then create a set of exception rules by telling the system that from time A to time B on day C, send the calls to Z (the out of hours menu for example).

Example

The most typical use of time based routing is to open and close your system every day.

Below is a screenshot of the customer portal Time Manager for a standard IVR Menu, which opens from 9-5 Monday to Friday and is closed all weekends.

Phone system time management

Creating and editing rules is very simple, but if you make a mistake or get stuck then just call Customer Services free on 100.

You can drag and drop these rules (in blue), as well as extend them by dragging the sides.  To change the destination (the place where you want to send your calls during this closed period) just double click on the rule in question.

Anything left green on the screen is open, and send the call traffic directly to the element that you are editing.

It's worth noting that time management runs from midnight to midnight, so when creating a rule for the morning you would set it from 00:00 to 08:00, and then the evening rule would run from 17:00 until midnight again.

Overview

Time based management allows you a high degree of flexibility when designing your telephone system, and even though most people only use this to turn on their out of hours menu at closing time.

 

About vivi®

vivi® own and operate a cloud based business VoIP network and have been delivering communications solutions since 1996.

Last updated Thursday 5-2-2015 5:00pm

 

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