Override Time Condition for Inbound Calls

If you have configured a time-based inbound route, the system will automatically route calls to different destinations based on time. However, users may need to force open or close business occasionally. This topic describes how to achieve time condition override for inbound calls.

Background information

Users may need to override time condition in the following scenarios:
  • Temporary night shift

    After business hours, the employee who needs to work in the night can force open the business hours to provide communication services for customers.

  • Occasionally leaving

    Your company may close the business earlier than usual on a special day. For example, your company will close the business one hour in advance on the Christmas day and you can force close business before you leave.

Override time condition for inbound calls (Global Business Hours)

Background information
System administrator has set up an inbound route based on Global Business Hours as follows:
Procedure
Follow the instructions below to achieve time condition override for inbound calls through the route:
  1. Grant permission to allow specific users to override time condition.
  2. To override time condition, the authorized users should dial corresponding feature code (default *99).

    Inbound calls would be routed to different destinations based on the time when users dial feature code.

    Table 1.
    Operate Time Result
    Dial *99 during Business Hours Inbound calls will be routed to Outside Business Hours destination (IVR 6200).
    Dial *99 during Outside Business Hours Inbound calls will be routed to Business Hours destination (Queue - 6400).
    Dial *99 during Holidays Inbound calls will be routed to Business Hours destination (Queue - 6400).
  3. To clear time condition override, the authorized users should dial feature code (default: *99) again.
    Note: If users do not manually clear time condition override, the system will automatically reset time condition. For more information, see Automatic Reset of Time Condition.

Override time condition for inbound calls (Custom Business Hours)

Background information
System administrator has set up an inbound route based on Custom Business Hours as follows:
Procedure
Follow the instructions below to achieve time condition override for inbound calls through the route:
  1. Grant permission to allow specific users to override time condition.
  2. To override time condition, the authorized users should dial feature code *801.

    Inbound calls would be routed to different destinations based on the time when users dial feature code.

    Table 2.
    Operate Time Result
    Dial *801 during Business Hours Inbound calls will be routed to Outside Business Hours destination (IVR 6200).
    Dial *801 during Outside Business Hours Inbound calls will be routed to Business Hours destination (Queue - 6400).
    Dial *801 during Holidays Inbound calls will be routed to Business Hours destination (Queue - 6400).
  3. To clear time condition override, the authorized users should dial *801 again.
    Note: If users do not manually clear time condition override, the system will automatically reset time condition. For more information, see Automatic Reset of Time Condition.

Override time condition for inbound calls (Custom Time Periods)

Background information
System administrator has set up an inbound route based on Custom Time Periods as follows:
Procedure
Follow the instructions below to achieve time condition override for inbound calls through the route:
  1. Grant permission to allow specific users to override time condition.
  2. To override time condition, the authorized users should dial a specific feature code.

    Inbound calls would be routed to corresponding destination based on the dialed feature code.

    Table 3.
    Time Group Descriptions Destination Feature Code
    Time Period 1
    Monday, Wednesday, Friday
    • 08:30 - 12:00
    • 14:00 - 18:00
    Extension

    (2000-Leo Ball)

    *8103
    Time Period 2 Tuesday, Thursday, Saturday
    • 08:30 - 12:00
    • 14:00 - 18:00
    Extension

    (2004-Terrell Smith)

    *8104
    Holidays IVR

    (6201-Holidays)

    *8101
    Outside Business Hours IVR

    (6200-24h-Services)

    *8102
  3. To clear time condition override, the authorized users should dial the reset feature code *8100.
    Note: If users do not manually clear time condition override, the system will automatically reset time condition. For more information, see Automatic Reset of Time Condition.