Creating a Time Switch Node

The following describes the basics of setting up Time Switch nodes within a bespoke IVR. This type of node will divert incoming calls according to the day or time they are made.

There are three types of time switch, each of which will have four configurable paths leading from it:

  • A Weekly Plan node diverts calls according to the day of the week and the time at which they are made.

  • A Date Switch node diverts calls according to the date on which they are made, regardless of the time.

  • A Time of Day node diverts calls according to the time they are received, regardless of the day.

The process for creating each of these is similar, but the specifics of each node type will be discussed in more detail below.

Implementation

  1. If the intended IVR service has not already been created, do this now.
  1. Access the configuration page for the intended IVR.
    1. Access the list of services for the intended customer.

      1. Access the details page for the intended customer.

        1. Type the customer’s name into the search field at the top of any page.
        2. Click the intended customer in the search results. This opens the Customer Details page.
      1. Select the Services tab.
    1. Locate the intended IVR service and click its Configure link. This will open a new page.
  1. If the IVR does not already contain any nodes, we recommend adding a path selection node to it first. This lets you create a number of branching paths, then place your new node on one of those paths.
  1. Click the Config link for the path where you want your switch to occur.
  2. Use the option on the right-hand side of the page to change the node type to Time Switch.
  3. Click Update. This will refresh the page, and display options relevant to the chosen type of node.
  4. Give the switch a suitable Name.
  5. Choose a suitable price list for the node, if different to the default one for this service.
  1. Use the Time Switch Type drop-down to select the type of switch you need. This defaults to Weekly Plan. Click Update to apply your choice.
  2. Use the remaining fields to configure the time switch as needed. These fields will correspond with the selected type.

    Weekly Plan time switches let you allocate a specific time range and one or more days to each branch of the node. To configure this type of switch, do the following:

    1. Scroll down to find the Weekly Plan section.

      Observe the hour-long time slots for each day to understand how the shading of each slot relates to the four colour-coded paths attached to the node. By default, red refers to lunch breaks at 12 noon Monday to Friday; green refers to working time from 9am until 5:30pm Monday to Friday (excluding lunch breaks); blue refers to all-day on Saturday and Sunday; and white refers to any time that falls outside of the three other categories. When a call reaches this time switch, what happens next is based on the day and time the call happens, and how the path for the corresponding colour has been configured.

    2. If you want to make changes to the time allocation for any of these colour categories, find the category and use the fields provided to change the Start and End times, and tick any Days of the Week to which this category applies. Click the Add To button for the category to confirm your changes.

      You do not need to use all three specific colours if any are not needed. Untick all days for any category that you do not need.

    3. Click Save underneath the colour categories to update the Weekly Plan chart in response to your choices.

    Date Switches let you assign specific date ranges to each branch of the node, causing callers to be redirected based on the current date. To configure this type of switch, you need to do the following:

    1. Scroll down to find the Date Plan section.

      Observe the Specified Dates sections for each of the colour categories. These indicate the periods (e.g. bank holidays, promotional periods) during which calls should be routed down a particular path colour. Calls received on any dates not specifically identified will be routed down the white path.

    2. If you want to make changes to any of these colour categories, find the category and add up to five date ranges to it. For each range, either type the From Date or use the corresponding calendar button to pick the intended date. If the event only lasts one day, you don’t need to specify a To Date, but if it lasts more than one day you’ll need to type or pick the end date as well. It’s good practice to give each range a name, identifying the nature of the event to make it clear why calls are directed in a certain way during it.

      You do not need to use all three specific colours if any are not needed.

    3. If you’d like all calls received at the weekend to be directed down the GREEN path, locate and tick the check box under Option for Weekends on the GREEN Path. This option is switched off by default.

    Time of Day time switches let you assign specific time ranges to each branch of the node, which will be applied to every day of the week. To configure this type of switch, you need to do the following:

    1. Scroll down to find the Time of Day section.

      Observe the hour-long time slots to understand how the shading of each slot relates to the four colour-coded paths attached to the node. By default, red refers to lunch breaks at 12 noon; green refers to working time from 9am until 5:30pm (excluding lunch breaks); blue is not assigned; and white refers to any time that falls outside of the three other categories. When a call reaches this time switch, what happens next is based on the time the call happens, and how the path for the corresponding colour has been configured.

    2. If you want to make changes to the time allocation for any of these colour categories, find the category and use the fields provided to change its Start and End times.

      You do not need to use all three specific colours if any are not needed. Set the Start and End times of any unwanted category to 0:00.

  1. Click Save Settings to confirm and apply your choices.

Remember to configure each of the paths stemming from this node, otherwise they will automatically hang up the call when reached.