Time of Day routing

Posted: August 2, 2006 by sankar in CM4.1 Features, ToD

Rule of thumb.

a. First analyze and group the time-period for which you want the partition to be active. This could be business hours (M-F, 8-5 for say).

b. If the time slots cannot be grouped into one time period, define multiple time periods.

c. Group all timeperiods into one time schedule.

d. apply time schedule to partitions and partitions to CSS.

e. calling devices should use this CSS (Gateways/ phones etc)

f. Note that when you want differential call treatment based on ToD, you need to create a tie on the dialed number. To create the tie, you have to define the same number (say 1005) twice  one in each partition P1 and P2. P1 may be a TOD enabled partition, while P2 may be a normal partition. P1 will be listed above P2 in the calling device CSS.

  1. Allen says:

    i would like to specification enable this ext number 5050 (in CCM) to go straight to voicemail after 6:00pm, Saturday & Sunday if any caller call straight to 5050.

    How do i need to enable the time of day routing to achieve this requirement.

  2. vanja says:

    Doesn’t work for me. It seems like translation pattern doesn’t work.

    Any suggestions?

  3. hashim says:

    I too tried to transfer my call to VM on off-hours but it does n’t work… please let me know any idea on it….

  4. Terry says:

    Each business has unique requirements when it comes to telephony services. Suppose you want to establish a sophisticated call flow pattern that treats incoming calls that come in during different periods of the day to be treated differently? A simple translation service where the calls are just routed to another destination number may not help here. Configuring such a pattern manually every single day is tedious and time consuming. There is a solution to this problem – time of day routing plan.
    Time of routing plans allow you to make extensive customisations on where the incoming calls during a particular time of the day or specific days of the week should be routed. With time of day routing, if you are able to predict the call volume with some accuracy, during those times that the call volume is high, you can route the calls to temporary staff who work from home.
    The numbers may also have features such as interactive voice menus or IVRs. If desired, the calls can be routed to them. The calls may be routed to mobile phones of the staff during lunch break and to the normal Hunt Group during the evening.
    Time of day routing is available on 0800 numbers, 0844 numbers, 0845 numbers, 0871 numbers and other number ranges.

  5. Roger says:

    Calls to non geographic 0800 numbers, 0844 numbers, 0845 number or 0871 numbers can be routed to international destinations at the cost of local or national rates. This is a cost effective feature of call management solutions.
    Companies based in UK can have their customer support, technical support or sales office in another country where it is cheaper to set up office and wage rates are lower compared to UK. Providing a non-geographic number to customers whereby they can call at local rates and routing inbound calls at local rates lowers the operation cost drastically.
    It is also a perfect model for companies that run international call centers across the globe.
    While customers are happy that they have a local number to call your company can save huge amounts of telephone expenditures every month.

    Companies sometimes do not have the expertise to handle customer calls can outsource the service from destinations where they can hire staff who are professionals in providing support and service.
    A combination of non geographic number for local customers and an international set up for handling inbound calls is a great way of benefiting from the advantages of both regions in a cost effective way as well.

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