Business Support

Updating a day-of-week routing plan

In Control Center, you can change the days of the week you're routing your incoming calls or change the location of calls. For example, from Monday through Wednesday you can direct calls to your Arizona office or you can change your routing plan to redirect calls to that office on additional days.

To update an existing day-of-week routing plan:

  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 update 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.

    In the example below:

    • The default call plan, designated by a dark gray bar, is known as the global default.

    • Day-of-week routing, designated by a light blue bar, is known as a feature.

    • Three holidays; designated by a light gray bar, are known as rules.

    • Calls on Mondays and Tuesdays go to a number in Arizona.

    • Calls on Thursdays go to a number in Colorado.
  1. From the Call Plan More Actions list, select Edit Call Plan.

  2. To make changes:

    • To remove the day-of-week routing entirely, click the light blue bar, then click Delete Feature

    • To remove one of the rules (e.g., routing to Colorado on Thursdays), click the light gray bar for the rule, then click Delete Rule.

    • To add another rule (e.g., routing to Virginia on Fridays), click the light blue bar, click Add Rule, select the button for either DED (dedicated trunk) or SWI (switched ANI), select a trunk/ANI from the ANI list, scroll to the bottom, select the day/holiday, then click Update. (If you don't see the trunk/ANI you need, click ADD ANI TO THE LIST, fill in the fields, and click Add.)

    • To change the days for a rule (e.g., routing to Colorado on Wednesdays and Thursdays), click the light gray bar for the rule, scroll down to the Routing Criteria section, make your changes, then click Update

    • To change the terminating number or the terminating route type (e.g., switched or dedicated) for one of the rules, click the light gray bar for the rule, select the button for either DED (dedicated trunk) or SWI (switched ANI), select a trunk/ANI from the ANI list, scroll to the bottom, then click Update. (If you don't see the trunk/ANI you need, click ADD ANI TO THE LIST, fill in the fields, and click Add.)
  1. When you're done making changes, scroll to the bottom of the screen, then click Save Changes.

  2. Enter a date and time to schedule when you want the new routing to activate, then click Submit.

Did you know? To change the time zone for the day-of-week routing, click the light blue bar, make your changes, and click Save.