Configure Time of Day Routing
Written by Marissa Orsini
Updated at April 25th, 2024
Table of Contents
Scope
Intended Audience: All Users
This article outlines the process for configuring Time of Day Routing. Time of Day (TOD) Routing is used in place of call routing users to simplify call routing using time frames and answering rules.
Requirements
- Office Manager Access to Manager Portal or Higher
- Existing Time Frames
Troubleshooting
Warning: Time frames containing the word "forward" can not be used with Time of Day routing. Please use the abbreviation of "fwd" instead. Use of the word "forward" with timeframes will break Time of Day routing display and prevent future editing of Time of Day routing.
- Log in to the Manager Portal
- Navigate to Inventory
- Select the phone number to modify
NOTE: If multiple phone numbers are being routed in the same way, select the client's "main" number. Additional numbers will be routed later in this article - Set Enable Time Frames to Yes and select a Timezone
- At the bottom of the modal, a list of time frames will appear, select the desired time frames and click the + icon
- Set the treatment and destination for each time frame, then click Save. For information on recommended call routing flows, see Call Routing Best Practices
- Note the phone number of the previously configured Time of Day Routing
- Select individually or in bulk the phone number(s) to route
- Set the Treatment to User
NOTE: Do not use PSTN or it will be treated as an off-net call - Set the Destination to the 11-digit TOD number (ie 15556667777)
- Click Save
- The inventory should look like the screenshot below. This will ensure that all of the phone numbers will follow the TOD routing whenever it is updated.
