Time Groups and Conditions

Overview

This section describes how to configure Time Groups and Time Conditions in order to use different call treatments on inbound routes depending on the day and time of the day. The Call Flow Control feature can be used with your time condition to override the inbound call treatment. Below is a summary of the steps required to create a Time Condition schedule and associate it with your incoming routes:

  1. Create a Time Group where day and time schedules are defined.
  2. Create a Time Condition where the call treatments are defined based on whether it matches the Time Group
  3. Go to Inbound Route and configure the Set Destination field to the Time Condition created in the previous step
  4. Overriding the Time Condition

Step One: Creating a Time Group

Create a Time Group to define your business hours of operation. Outside of your business hours, you can specify a different treatment, for example send the inbound call to a special IVR treatment stating the business is closed with options to leave a message, etc.

  1. Open the UCx Web-based Configuration Utility
  2. From the PBX tab, select PBX Configuration
  3. From the left side column, select Time Groups under the Inbound Call Control section
  4. Enter a descriptive name in the Description field
  5. Enter Time to start and Time to finish
  6. Set Week Day start and Week Day finish
  7. Press the Submit button

Multiple Time Definitions

You can use multiple time definitions in a single time group.  The option to add more time definitions is available after the existing time definitions have been saved and you return to edit it.

When defining hours that go past midnight, please use 2 time definitions. For example, to create a time group for when the office is closed everyday from 8:00pm to the next day 6:00am, define the following 2 time definitions:

  • 20:00 to 23:59
  • 00:00 to 06:00

Step Two: Creating a Time Condition

To create a Time Condition for a Time Group, perform the following steps:

  1. Open the UCx Web-based Configuration Utility
  2. From the PBX tab, select PBX Configuration
  3. From the left side column, select Time Conditions under the Inbound Call Control section
  4. Enter descriptive name in the Time Condition Name field
  5. Set the Time Group field to the previously created Time Group
  6. Set the field Destination if time matches to the call treatment when the time matches the time group
  7. Set the field Destination if time does not match to the call treatment when the time does not match the time group
  8. Press on the Submit button

Step Three: Associating Time Group with Inbound Route

To associate a time condition with an inbound Route, perform the following steps:

  1. Open the UCx Web-based Configuration Utility
  2. From the PBX tab, select PBX Configuration
  3. From the left side column, select Inbound Routes under the Inbound Call Control section
  4. Select an existing Inbound Route listed on the right-hand side of the panel
  5. Scroll down to Set Destination field and select Time Condition previously created.
  6. Press on the Submit button

All calls incoming to this Inbound Route will now be subject to the time group / schedule selected.

Make sure your UCx time is set correctly to obtain proper behavior of the Time Group/Time Condition call treatment schedules. Please see Date and Time for details.

To add holidays or customized greetings to your Time Group schedule, refer to Configure cascading Time Groups and Conditions.

Step Four: Overriding the Time Condition

There are two methods to override a Time Condition:

  1. Use the Time Condition Override feature code, default value is *27
  2. Add a Call Flow Toggle Control

Time Condition Override

The Time Condition Override feature code is configured in the Feature Codes page. All Time Conditions can be toggled at once using this feature code.

Call Flow Toggle

You can add a Call Flow Toggle Control (CFC) in front of the Time Condition, then use the CFC to override the Time Condition.
See Call Flow Control feature page for configuration and usage details.