Incoming call flow based upon time and date

Incoming call flow based upon time and date

In this section, we work with the concept of Routing of incoming calls conditioned by time range, to configure the flow of incoming calls to different internal destinations, based on comparing the date/time a call arrives and a pattern (of dates and times) related, in such a way that it can be planned in advance if a call should go to one destination or another according to the result of said comparison. For example, a call could go to an incoming campaign within the customer service date and time range, and to an IVR that plays an announcement about customer service hours, when the call enters outside that defined range.

Figure 1: Time condition There are 2 modules that work together and allow the implementation of this type of configuration, which are detailed below.

Time groups

This module allows you to group date and time patterns as an object, so that they can then be called by time conditional objects. To define or edit time groups, access the Telephony -> Time groups menu. To add a new group, you must press the "Add time group" button. The time groups screen is shown in the following figure:

Figure 2: Time groups Once the time groups have been generated, we can invoke them from the Time Validations complementary module.

Time validations

This module allows you to compare the date and time at the time of processing a call, with a time group assigned as a comparison pattern. Then, based on whether or not it coincides with any date/time slot in the group, the call is sent to the positive or negative destination of the comparison. A conditional node of this class can be called by other nodes:

• Inbound routes

• IVR option

• Failover of an inbound campaign

• Other time conditionals

To generate a conditional time element, access the Telephony -> Time validations menu. The configuration screen is similar to the following figure:

Figure 3: Time validations Finally, we have this routing element available to be used, for example, as the destination of an incoming route.