TABLE OF CONTENTS

Problem statement

  • What is the best practice for setting up Holidays and Planned Closings to automatically switch?


Upon completion of this article, you should know the following

  • How to create and adjust the Time Frames
  • How to place and modify call flow control rules for inbound calls.


Summary

            There are many places you can decide to place call flow control. As a standard, we create a "call routing" user to handle time of day routing (companies with multiple locations or numbers with different call flows may have multiple "Call Routing" users). This will also allow users with Office Manager access or shared basic user access to easily flip on holiday, meeting, or bad weather messages as necessary. 



How to - Office Managers


Login to your account at  https://portal.ringfree.net/


First, configure the Time Frames by clicking on Time Frames > either adding a new time frame or editing an existing one.  





After the time frames are configured as desired, you will need to go to Users > Select the appropriate Call Routing user > Answering Rules > Make sure the correct rules are on the list, go to the correct location, and are in the proper order.


It is important to note that the least likely to occur rules need to be at the top of the list since if the time frame currently applies that rule will be used, but if not it is skipped and then checks the next rule (the active rule will show Active in a blue box beside it).  Generally, this will be Holiday > Business Hours > Default



How to - Shared Call Routing User

Login to Call Routing account at  https://portal.ringfree.net/

Navigate to that user's Answering Rules and apply time frames to it as you see fit. This will allow users to control call flow from the Call Routing user allowing them to enable meeting times, or holidays as needed but preventing them from having full access level of Office Managers.


It is important to note that the least likely to occur rules need to be at the top of the list since if the time frame currently applies that rule will be used, but if not it is skipped and then checks the next rule (the active rule will show Active in a blue box beside it).  Generally, this will be Holiday > Business Hours > Default