Time-of-Day routing allows the system to direct or block calls depending on the current time. This is helpful when an office's main number is answered by a Hunt Pilot where several members support a higher call volume than a single attendant can handle, and that after a specific hour of the day becomes an invalid routing decision because the people answering calls are no longer on-shift. Time-of-Day routing comes in and decides whether the call should be routed to an off-hours voice greeting instead, that way users don't have to wait online until the Hunt Pilot hits the No Answer trigger and sends the call to its Voicemail box.
CallManager 6.x and higher
An office that is open for calls Monday through Friday, from 08:00hrs to 17:00hrs
Main number DID 8900
Calls during working hours are routed to a Hunt Pilot 8900.
Calls after working hours (Monday to Friday from 17:00hrs to 08:00hrs, Saturday and Sunday from 00:00hrs to 24:00hrs) will go to Unity and presented with a voice greeting.
Time-of-Day routing is purely a Calling Search Space and partition game. The important thing to understand is, that we will be using 2 different numbers that look the same:
8900 in partition working-pt
8900 in partition off-shift-pt
They look the same, but since they exist in a different partition, its like calling a person named Joe Doe, and and another Joe Tripp. Same name, different lastname.
Some one is going to extend a call to those numbers. In our case, it is the gateway connected to the PSTN or to an ITSP. That gateway / SIP trunk is configured in CallManager with certain attributes, such as a Calling Search Space for inbound calls. In our case, the device will have a CSS that contains both working-pt and off-shift-pt.
We need that device to be able to reach both numbers, but how is the system going to differentiate betwen them? Normally, if the called number pattern overlaps (like in our case where 8900 is duplicated) the decision is taken based on the partitions contained in the CSS. If working-pt is higher in the list of partitions of the CSS than off-shift-pt is, 8900 in partition working-pt is going to ring, and the other way around.
With Time-of-Day routing this works a little bit different: You will see both partitions added to the CSS, but since we will assign them a Time Schedule, each partition will only exist logically during the time we set. In other words, the system won't even consider 8900 in partition off-shift-pt as an available number if a call comes in at, say, 4:56pm.
8900 in partition off-shift-pt will be configured to Call Forward All to voice mail.
Go to Call Routing > Class of Service > Time Period > Add new
Define the period as in the screen shot so that our working-pt can exist from 8 to 5, Monday to Friday and save.
Add a new period, you can call this one off-shift-period1. This period is defined from 17:00hrs to 24:00hrs, Mon to Fri, hit save.
Copy the previous period and make it valid from 00:00hrs to 08:00hrs, name it off-shift-period2, then save.
Add a new period, name it off-shift-period3, and set it valid Saturdays and Sundays from 00:00hrs to 24:00hrs
Go to Call Routing > Class of Service > Time Schedule and Add new
We'll call this Time Schedule Working-schedule, and associate it with the working period, save it.
Add new Time Schedule called Off-shift-schedule, and associate the same way, but only include off-shift-period1, off-shift-period2 and off-shift-period3, then save.
Go to Call Routing > Class of Service > Partition and add a new partition called working-pt.
Associate that partition with our Working-schedule
Add a new partition called off-shift-pt and associate the same way to the Off-shift-schedule. Note that you have the option to choose which time to use: the time used by the device (maybe in a Device Pool with a different Time Group), or a specific time zone.
Go to 8900 in partition off-shift-pt and configure the Directory Number for Call Forward All to voice mail.
In Unity, configure an auto-attendant and a recording that will explain the caller the working hours and the options available after hours.
Assign partition working_pt to the Hunt Pilot.
Include both working_pt and off-shift-pt in the CSS used for inbound calls in the SIP trunk or PRI trunk.
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