Router - Time Based applet
- Helen Griffith
The Router - Time Based (RTB) applet routes calls differently depending on the time the call is received. For example, you can use the applet to route calls to one applet during normal office hours—9.00am–5:00pm, Monday to Friday—another at weekends—10:00am–4:00pm, Saturday and Sunday—and another applet at all other times. You can also define the routing of the call on bank holidays or on special days, such as company training days.
You can configure the applet at 15 minute intervals, in 24 hourly slots, seven days a week.
Applet Settings
| Field | Options | Description |
|---|---|---|
| Default Applet | List of available applets | The applet that the call is routed to unless you select an alternative applet in the time slot corresponding to the time that a call is routed through the RTB applet. |
| Time Zone | List of Time Zones | The timezone in which this applet runs, that is, the timezone of the call center. You must select the appropriate timezone—by default the RTB applet uses UTC for routing calls. If the callers are in UTC+8, then the RTB applet routes call at 9am in UTC+8 to the applet configured to run at 1am, UTC time when the call center is possibly closed. Specifying the required timezone eliminates this problem, and the RTB applet will route the call to the applet configured to run at UTC+8. |
Time Table
| Field | Options | Description |
|---|---|---|
| Add New Applet | Click | Opens the Time Based Routing Table page where you configure which applet runs at what time. |
| View Legend | Click | Opens a new page with a legend that shows the colors that the RTB applet uses for the different applets on the time table. |
Time Based Routing Table
| Field | Options | Description |
|---|---|---|
| Day Of Week | List of days | If you select one of the days of the week, the chosen applet runs on the selected day of the week. |
| Special day | If you select Special day, the chosen applet runs on all special days—bank holidays, company training days, and so on. | |
| Monday-Friday | If you select Monday-Friday, the chosen applet runs Monday to Friday. | |
| Weekend | If you select Weekend, the chosen applet runs on weekend days. In the RTB applet, the weekend is Saturday and Sunday. | |
| All Week | If you select All Week, the chosen applet runs on every day of the week. | |
| TimeStart | Time in 00:00 format | Specifies the start of the time period during which the chosen applet runs on the selected days. |
| TimeEnd | Time in 00:00 format | Specifies the end of the time period during which the chosen applet runs on the selected days. |
| Application Name | List of available applets | The applet that the call is routed to during the defined time period. |
Special Days
| Field | Options | Description |
|---|---|---|
| Add Special Day | Click | Opens the Select Date page where you configure the date of the special day. |
| Delete Special Days | Click | Removes the selected special day or days from the list. Select the check box or boxes alongside the day or days you want to delete. Click Delete Special Days. |
Select Date
| Field | Options | Description |
|---|---|---|
| Date | Date | Determines the date of the special day. |
Bank Holiday
This feature is no longer supported. If you want to add a Bank Holiday, add it as a special day instead.
For general assistance, please contact Customer Support.
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