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Time of Day Condition

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Time of Day is a conditional step that can be added to any IVR. The purpose is to use a predefined schedule of days and times to determine how an inbound call to that IVR should be handled whether inside or outside of your hours of operation.

Building a New Time of Day Profile

  1. To build your first or an additional profile, select "Time of Day Profiles" under the Routing Configuration menu.

  2. If this will be your first profile, a template will already be loaded with a default name of "New Time of Day Profile". You will need to update the profile name before saving. (i.e. "Company Hours" or "Support Team Hours"

  3. If you already have existing profiles, they will be listed in the left pane. To add a new profile select "Add New Profile" in the bottom left. This is only visible when not editing a profile prior to saving.

  4. By default, a profile will be set to Monday through Friday from 8am to 5pm

  5. To add or remove days from the profile, use the checkbox next to the given weekday. If checked, that day will be included.

  6. Adjust the Begin and End times to fit your company or departmental needs.

  7. Be sure to save. When you do, the save button will be disabled, indicating the save was successful. You may continue adding or editing other profiles or exit the menu by selecting the "X" in the top right.

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Check your Timezone

We'll list the timezone your hosted service is set to in the bottom left of the profile menu (as pictured above).

To change your service-wide timezone, review this article.

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Configuring a 24 hour day

When configuring the begin and end times, you'll notice you can only select 12:00a - 11:59p

Rest assured that the 11:59p time will "round up" to midnight. In other words, if you need to be open for the full 24 hours, use 12:00a - 11:59p

Adding a Time of Day Condition to an IVR

  1. While configuring a new IVR Call Flow (or editing an existing one), select the "+" box to add a new condition/action

  2. Select "Time of Day" from the dropdown list

  3. In the "Time of Day Check" menu, fill out all fields

    1. Condition Name - What will this conditional step be displayed as in the flow and in historical reporting. As an example, you may call it "After Support Hours"
    2. Time of Day Profile - Select which Time of Day profiles should be utilized from the existing list of all profiles.
      1. Manage Time of Day Profile - If you need to build a new profile or edit an existing profile, you may select this text to enter the profile management menu as outlined in the section above
    3. Condition is Met - Allows you to choose if the condition should be considered to be met/true if a call comes in "Outside of Profile Hours" or "Inside of Profile Hours". As an example, if you used "outside of Profile Hours" and used the default 8a-5p times, any call that came in outside of those hours would follow any sub-actions assigned to the profile.

  4. Select Apply when done.

Assigning Sub-Actions to the Time of Day Condition

Once a Time of Day condition has been added to an IVR flow, you may first decide where you'd like the condition in the order of existing steps. Best practice would be near the top.

Next, as you hover over the bottom of the Time of Day condition box, you'll see a slightly shorter "+" box appear beneath the condition. Here is where you'd assign sub-actions that should take place when the condition is met.

Updated 2 months ago