Business support

Creating a time-of-day routing plan

Do you wish you could extend your customer service hours but don't have the staff at one location to do it? You can make that happen by splitting your call traffic between locations. For example, send your inbound, toll-free traffic to your New York office in the morning and your Los Angeles office in the afternoon. Use the time-of-day feature to start and stop when calls ring at your offices.

To route call traffic for part of the day:

  1. Click the Inventory tab, the Inventory Services subtab opens. 

Control Center displays a list of all services assigned to the accounts under your enterprise ID. If you have more than 10 services, you can view the rest of your services by clicking one of the blue linked Show numbers at the top of the list or you can click the blue down arrow at the bottom of the list to add 10 services at a time to the view.

  1. Search for the service in one of these ways:

    • Sort your services using the Sort by… list (e.g., Service Type). You can toggle between descending and ascending order using the arrow to the right of the Sort by… list.

    • Filter your services by selecting an option from the View All (Default) list.

    • Search for a specific service (by service type, account, etc.) using the Search by… field and search box. (To search using multiple search criteria, click Advanced Search, then fill in your search criteria and click Apply Search Filters. When you're done, click Close Advanced Search.)
  1. When you find a toll-free service you want, click the blue arrow on the right of the line for the service. By deault, the Details section opens.
  1. On the right of the global default (dark gray) bar, click the down arrow.
  1. Click Add New Feature.
  1. In the pop-up window, select Time of Day from the Select Feature list, then click Submit.
  1. If the Confirm Feature Add/Delete window appears, click Accept.
  1. Click Add Rule.

    From here, you're creating a rule to tell the system what to do when someone calls a specific phone number. For instance, when customers call your toll-free number between 6:00 am and noon, they get routed to a particular phone number.
  1. In the Terminating Route Type section, select either the DED (dedicated trunk) or SWI (switched ANI) radio button—depending what kind of number you want to route.
  1. Select a trunk/ANI from the ANI list.

    If you don't see the trunk/ANI you need, click the ADD ANI TO THE LIST button, fill in the fields, click Add, then select the number from the list.
Note: If you give the ANI a description, describe it so you and your colleagues will remember it. If you leave the description blank, the phone number will show in the list.
  1. Scroll down and type the time range using the 24-hour clock, then click Update.
  1. Click Save Changes (at the bottom of the Details section).

    Control Center prompts you to schedule when you want the new routing to activate.
  1. Enter a date and time for when you want the new routing to activate, confirm the time zone, then click Submit.
Important: We recommend you schedule your call plan an hour before the activation time. After it has been scheduled, you are unable to edit the plan. If you want to make changes after the plan has been scheduled, you need to wait until the changes go into effect and then you can change it.
Not quite right?
Try one of these other, popular search topics:
        Billing support
        Call routing
        Notifications
        Repair tickets
        User profiles
View all topics for: