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, then click the Inventory Services subtab. 

Control Center displays a list of all services assigned to the accounts under your enterprise ID. If you have more than ten 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 ten services at a time to the view.

  1. Search for the service you want to route call traffic for 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 the 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 the service you want to route call traffic for, click the blue arrow on the right of the line for the service, the Details section opens.
  1. From the Call Plan More Actions list, select Edit Call Plan.
  1. On the right of the global default (dark gray) bar, click the down arrow, then click Add New Feature.

  2. In the pop-up window, select Time of Day from the Select Feature list, then click Submit.

  3. 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 the radio button for either DED (dedicated trunk) or SWI (switched ANI)—depending what kind of number you want to route.

  2. Select a trunk/ANI from the ANI list. If you don't see the trunk/ANI you need, click ADD ANI TO THE LIST, 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 accordion).

    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.
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