Route Queue Calls Based on Time Condition

By default, the call queue receives incoming calls during all time periods. You can set the call queue to receive calls only during business hours, while routing calls received outside business hours to other destinations to ensure proper call handling. This topic describes how to set up time-based rules for a call queue, so that incoming calls can be routed to different destinations based on the specified time conditions.

Requirements

The firmware of Yeastar P-Series PBX System is 37.18.0.59 or later.

Prerequisites

You have set up business hours and holidays in the desired time zone.

Procedure

  1. Log in to PBX web portal, go to Call Features > Queue.
  2. Click beside the desired queue.
  3. In the Basic tab, select the checkbox of Time Condition, then complete the following settings.

    1. In the Time Zone drop-down list. select a desired time zone.

      The business hours and holidays settings in the selected time zone will be applied to the queue.

    2. Configure the destinations based on the time.
      Setting Description
      Outside Business Hours Destination Select the destination for calls received during the time periods that are not defined as business hours or holidays in the selected time zone.
      Holidays Destination Select the destination for calls received during holidays defined in the selected time zone.

      If a call reaches the call queue during the time period, the call will be routed to the designated destination.

    3. Optional: To prevent incoming calls from being distributed to the holiday destination, select the checkbox of Ignore the Holiday Destination.

      Incoming calls during holiday will be distributed to other destinations according to your office hour setting.

    4. Optional: To play a prompt to callers before routing the inbound calls to the holiday destination, select the checkbox of Play Holiday Prompt During Holidays.
      Note: Make sure that you have set a prompt for the holiday (Path: Call Control > Business Hours and Holidays > Holidays > Type > Prompt). Otherwise, the inbound calls will be directly routed to the holiday destination without playing a prompt.
  4. Click Save and Apply.

Result

  • Calls sent to the call queue will be routed to different destinations based on the time.
  • The time displayed in the queue notification emails will follow the time of the selected time zone.