A TOD policy refers to set of rules that are used to exactly define what should happen to an Inbound call at different times of day, days of the week, or on a specific date.
Once a policy is created, any number of individual rules can be added. Each rule can and will define what action to take if the rule is matched.
To add a rule to an existing policy, click the settings icon on the right-hand side of the policy and click on Add Rule.
You will be asked to specify the time frame for the application of the rule. An All day option is available. As an example, a typical policy may have the description Working Hours, and default to the action of Hang-up. It would have one rule which is active between the hours of 9:00 and 17:30 with the action of Queue, enter any number for priority level.
The following actions can be configured:
- Hangup: this will terminate the call, playing the hangup audio message if that is installed on the queue
- Voicemail: this will play the message and then a beep sound, and then record the call until the caller hangs up
- Queue: the caller will either be connected directly to an agent if an agent is waiting, or will be queued and played music-on-hold pending an agent becoming available
- Jump: the caller will be connected to a specified queue
If a rule is matched with a Queue action, any other rules are then ignored.