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 Products & Services tile, then click the Inventory subtile.

    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 green linked Show numbers at the top of the list or you can click the green 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.)
       
  2. When you find the service you want to route call traffic for, click the green 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.

  2. Click the down arrow on the right of the global default (dark gray) bar, then click Add New Feature.

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

  4. 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 6am and noon, they get routed to a particular phone number.

    In the Terminating Route Type section, select the button for either DED (dedicated trunk) or SWI (switched ANI)—depending what kind of number you want to route—and then 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.)
  1. Scroll down and type the time range using the 24-hour clock, then click Update.

  2. Scroll to the bottom of the next screen, then click Save Changes.

  3. Enter a date, time, and confirm the time zone, then click Submit.