In the Q-Suite, we use PBX Routing Rules as the proper name for Time of Day scheduling. This feature is the backbone of the CTI Campaign Schedules, but is still quite useful for people who may not want to venture into the Contact Center portion of the product and are perfectly fine with sticking to the PBX aspect. Let’s have a look at a simple example showing how to use this feature.
Here’s a brief description of the available options:
- Name – This is just the name of your routing rule. Use something useful and descriptive for it so that it’s easily distinguishable.
- Default Action – Here you will choose the default destination of the routing rule. In case none of the Scheduling Options match, this gives the call a controlled destination. In this specific rule, I am designating extension 9000 as a Direct to Voicemail end point.
- Schedule Type – Options are Weekday Range and Specific Date.
- Date / Range – You can choose any type of day combination to suit your needs here.
- Start Time / End Time – Set the boundaries of your option.
- Linked To – This will be the desired end point for this particular option. You can select from the following types: Auto-Attendants, Conference Rooms, Call Queues, Ring Groups, Extensions, Asterisk Scripts, Routing Rules, Dialplans, DIDs, and Direct to Voicemail. In short, almost all of the PBX configurable options can be destinations, as well as the Contact Center Dialplans.
Here’s what our example will do:
- If it’s Monday though Friday, between the hours of 10:00 and 17:00, route to the Indosoft Main IVR; otherwise go to the 9000 Direct to Voicemail extension.
Like many features in the Q-Suite, you can configure routing rules to be as simple or as complicated as you need them to be.