Time Conditions
Overview:
Time Conditions is a feature that allows you to configure how calls are managed based on specific times and dates. This functionality enables you to set up business hours, holiday schedules, peak times, or any other custom-defined time intervals relevant to your business and customer service.
Table of Contents
Introduction to Time Conditions
Time conditions are rules that trigger different call handling behaviors based on predefined schedules. You can set specific hours during which the PBX.IM routes calls to the main office line or designated teams. Outside of these hours, calls can be routed to voicemail, an answering service, or other destinations. Similar time conditions can be set for lunch breaks, peak periods, holidays, and any other custom-defined intervals.
Access the Time Conditions menu
- Log into PBX.IM Dashboard
- Go to ‘’Call Routing’’
- Select ‘’Time Conditions’’ from the drop down menu
Set up a Time Condition
Click on ‘’Add Time Condition’’
Complete the form by following the next steps:
Add Time Condition
Field
Purpose
How to use
Name
Use this field to enter a unique name for the time condition. It helps in identifying the particular rule you are setting up.
Type in a descriptive name that reflects the purpose of the time condition (e.g., "After Hours Routing").
Labels
Labels are used for easier organization and categorization of multiple time conditions. You can use labels to group similar conditions.
Add relevant labels that will help categorize this condition, such as "weekdays", "holidays", "weekends", etc. Just type the name and press enter.
Time Group
The Time Group dropdown allows you to select a predefined group of time conditions that specify the days and times when the condition should be active.
Click on the dropdown menu and select a time group that you have previously defined or that meets your current needs.
Matched
This field determines the routing of calls when the current time matches the condition set in the "Time Group".
Click on the dropdown under 'Select Destination Route', and choose where the calls should be routed if the time condition is met. You can choose between: User, Time Condition, Endpoint, Queue, Announcement, Forward, IVR, Voicemail, Ring Groups or Conference. Associate a Value with each of them.
Not Matched
This field sets the routing of calls when the current time does not match the condition set in the "Time Group".
Similar to the 'Matched' field, click on the dropdown under 'Select destination', and choose an alternative routing for the calls if the time condition is not met. You have the same options as above: User, Time Condition, Endpoint, Queue, Announcement, Forward, IVR, Voicemail, Ring Groups or Conference. Associate a Value with each of them.
Buttons: Cancel and Save
These buttons allow you to either cancel the configuration or save the changes you have made.
Click Cancel if you want to discard changes and exit without saving.
Click Save to apply and save all the settings you have configured.
Edit Time Conditions
- Choose an entry from the Time Conditions table and click on the
icon to enter edit mode. - Once you click on Edit, a pop-up window will open with the same fields you complete above.
- Edit the desired details, then click save to ensure your changes are saved.
- If you want to Delete a Time Conditions entry, click on the recycle bin icon, and you will be prompted with a confirmation message
Setting up Time Groups
Access the Time Groups option
- Log into PBX.IM Dashboard
- Go to ‘’Call Routing’’
- Select ‘’Time Conditions’’ from the drop down menu
Select ‘’Time Groups’’ from the upper menu
Set up a Time Group
Click on ‘’Add Time Group’’
Complete the form by following the next steps:
Field
Purpose
How to use
Name
This field is where you give your Time Group a unique and descriptive name.
Enter a name that helps you easily identify the purpose of the Time Group, like "Business Hours" or "Weekend Service".
Timezone
Specifies the time zone that applies to the time settings within this group.
Select from the list the appropriate time zone for where this Time Group will be applied. This ensures that the time conditions match the local time where the rules need to be enforced.
Labels
Allow for categorization or tagging of Time Groups for easier management and identification.
Select relevant labels that can help categorize the Time Group according to its use or nature, such as "Holiday Hours" or "Emergency Service Times".
Exclude Groups
This option allows you to specify other Time Groups that should be excluded when this group is active.
From the dropdown, select any Time Groups that should not be active simultaneously with the one you are configuring. This prevents overlapping rules that could cause conflicts in call routing.
Date From and Date To
Defines the specific start and end dates for when this Time Group is active, which is useful for date-specific conditions like holidays or special events.
Click on the calendar icon to select the start and end dates for when this group should be active.
Time From and Time To
Specifies the start and end times for each day within the selected date range that the Time Group will be active.
Select the dates and times for when the Time Group begins and ends each day, ensuring it aligns with the intended schedule.
Days of the Week
Allows you to specify which days of the week the Time Group applies to.
Choose the days of the week when this Time Group should be active. You can select multiple days to cover scenarios like weekdays or weekends.
Additional Time Ranges (+ Button)
If you need multiple active periods within the same day (like split shifts or lunch breaks), this button allows you to add additional time ranges.
Click the "+" button to add more time intervals. For each interval, you will be able to set different 'Time From' and 'Time To' values.
Cancel and Save Buttons
These buttons allow you to either discard your changes or save the new or edited Time Group.
Click Cancel to exit without saving changes, or Save to store your configuration and apply the Time Group to your system
Edit Time Groups
- Choose an entry from the Time Groups table and click on the icon - this will allow you to enter edit mode
- Once you click on Edit a pop-up window will open with the same fields you complete above
- Edit the entries you want and click on Save to make sure your work is saved and the changes are made.
- If you want to Delete a Time Groups, entry click on the recycle bin icon and you will be prompted with a confirmation message.
Common Use Cases
Here’s how you can use Time Conditions & Groups in your day-to-day business.
1. After-Hours Customer Support
Scenario: If you want to make sure that customer calls are never missed, even after the office has closed.
Solution: Set a Time Condition to route calls to an after-hours answering service or voicemail
system during evenings and weekends. This ensures customers can leave messages or receive basic support, improving customer satisfaction by providing round-the-clock responsiveness.
2. Lunch Break Coverage
Scenario: All staff are unavailable during lunch hours, and as a business you want to manage incoming calls effectively during this time.
Solution: Create a Time Condition that routes calls to a specific voicemail or to another branch/location where staff are available. This can include a message informing callers of the expected wait time or offering an alternative contact method.
3. Holiday Special Greetings
Scenario: You want to offer a festive experience during holiday seasons, such as Christmas or New Year’s.
Solution: Use a Time Condition to activate special holiday greetings and inform customers about limited availability or special holiday offers. This can be paired with call routing to holiday-specific teams who handle promotional queries or support.
4. Shift Worker Support
Scenario: If you have a company that operates in shifts (e.g., factories, hospitals) you need different call routing rules for different times of the day to connect to the currently active team.
Solution: Set up multiple Time Conditions corresponding to different shift times, ensuring that calls are always routed to the staff who are currently on duty. This optimizes response times and ensures operational efficiency.
5. Different Geographical Time Zones
Scenario: You have a business who operates in multiple time zones, with offices in New York (EST) and Los Angeles (PST).
Solution:
- Eastern Time Zone (New York Office):
- Calls received between 9 AM and 5 PM EST are routed to the New York office.
- Calls outside these hours are directed to voicemail or the Los Angeles office if within their operating hours.
- Pacific Time Zone (Los Angeles Office):
- Calls received between 9 AM and 5 PM PST are routed to the Los Angeles office.
- Calls outside these hours are directed to voicemail or the New York office if within their operating hours.
FAQs
Can I set up Time Conditions to handle calls differently on holidays?
Yes, you can set up special Time Conditions for holidays by defining specific dates and times when these conditions should apply. You can route calls to a holiday message, special support team, or voicemail to accommodate reduced staff availability on these days.
How many Time Conditions can I create in PBX ?
You can create an unlimited number of Time Conditions and Groups in PBX.
What should I do if my Time Conditions are not triggering correctly?
If Time Conditions are not working as expected, first verify the time zone settings and ensure they match your local time. Also, check for any overlapping conditions that might conflict. If the issue persist reach out to our support team at help@pbx.com
Can Time Conditions be set for specific days of the week only?
Yes, Time Conditions can be customized to apply only on specific days of the week. For example, you can create a condition that only affects call routing during the weekends or only on weekdays. This allows for tailored handling of calls based on the typical business activity on those specific days. Go to Dashboard -> Call Routing -> Time Conditions -> Time Groups -> Add Time Group -> Select Date & Time.