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Time of day (TOD)

The Time of day policies (TOD) feature allows the administrator to configure a time of day (TOD) policy per queue. Typically this is used to define what should happen if someone calls into an Inbound queue when the office is closed/out of hours.

If this feature is not enabled, the caller would just hear on-hold music until they decided to terminate the call. Any number of queues can utilise the same policy.

To add a time of day policy to a queue, hover over the Configuration icon in the Navigation bar and click on the Time of Day.

Adding a policy

To add a time of day policy, click on the Add Policy button on the top right. The Add Policy screen should appear.

 

  • Policy: Enter the policy description here, give your policy a meaningful description (e.g. office opening hours).
  • Time Zone: Select the specific time zone you would like the message to be played at.
  • Default Action: Select the default action you would like to assign if the call time does not match any rules. Available options are:
    • Hang up: this option will play customers a message then hangup the call i.e. our office is now closed, please call back from 9am to 5:30pm.
    • Voice-mail: this option will play a voice-mail audio message then it will allow the customers to record the message.
    • Queue: queue will act as normal.
    • Jump: this action can be used to redirect an incoming call to a different queue, e.g. IVR queues to perform self-serve on an out of hour’s menu.

Click Save Policy once you are satisfied with the options you have selected.

Editing a policy

When a policy has been created, you can edit the policy by clicking on the gear icon located on the right side of the row and selecting Edit Policy.


The screen below should now appear, displaying options for editing the policy.

First chose whether queues with this Time of Day policy assigned are Active or Inactive.

Active - 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. Outbound calls will automatically dialled (automated).

Inactive - When Inactive is chosen one of the below actions must be selected so that Inbound calls can be handled,

  • 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
  • Jump: the caller will be connected to a specified queue

Click Save Policy once you are satisfied with the options you have selected.

Once you have created your policy, you need to add a rule to tell your policy how to behave, otherwise your TOD will not work Add a Time of Day (TOD) Policy Rule

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