Business Hours

This topic provides an overview of the Business Hours component, and describes its configuration as well as supported connections.

Component introduction

Business Hours component allows you to route calls to different destinations based on the time of day. A variety of time-based modes are available to flexibly define office hours and implement time-based call routing.

Supported time-based modes
Type Description
Business Hours Configured for Time Zone

Use pre-configured business hours for specific time zone.

Note: This requires you to configure business hours in advance. To configure this, go to Call Control > Business Hours and Holidays.
Custom Business Hours

Create custom business hours with a uniform or varied schedule through the week, or full time (24x7) schedule.
Custom Time Periods

Create custom time periods to accommodate granular scheduling needs.

Component configuration

  1. After adding Business Hours component to a call flow, click Business Hours component to proceed with the configuration.

  2. Select a time-based mode according to your business schedule, then configure its related settings.
    Scenario Description
    Use Business Hours Configured for Time Zone

    1. In the Time-based Mode drop-down list, select Based on Business Hours Configured for the Time Zone.
    2. In the Time Zone drop-down list, select a time zone.
    3. Optional: To prevent incoming calls from being distributed to the holiday destination, select the checkbox of Ignore the Holiday Destination.
      Note: If enabled, incoming calls during holidays will be routed to the destination defined for Business Hours or Outside Business Hours.
    4. At the bottom-right corner, click Confirm.

      The selected time zone and multiple time branches will appear on the component.
    Use Custom Business Hours

    1. In the Time-based Mode drop-down list, select Based on Custom Business Hours.
    2. In the Time Zone drop-down list, select a time zone.
    3. In the Daylight Saving Time drop-down list, select an option to enable or disable the feature.
    4. Select a business hour type, then configure its related settings to customize business hours.
      Note: Up to 10 time periods are supported for business hours and break hours respectively.
    5. Optional: Turn on the switch of Holidays, then add holidays.
      Note: Up to 50 holidays are supported.
    6. At the bottom-right corner, click Confirm.

      The custom business hours and multiple time branches will appear on the component.
    Use Custom Time Periods

    1. In the Time-based Mode drop-down list, select Based on Custom Time Periods.
    2. In the Time Zone drop-down list, select a time zone.
    3. In the Daylight Saving Time drop-down list, select an option to enable or disable the feature.
    4. Optional: Turn on the switch of Holidays, then add holidays.
      Note: Up to 50 holidays are supported.
    5. At the bottom-right corner, click Confirm.
    6. Click on the component to add and configure custom time periods.
      Note: Up to 50 custom time periods are supported.

      The time zone and multiple time branches will appear on the component.

      Note: Default branch indicates the failover destination for incoming calls that don't match any configured time conditions.

  3. Click on the branch to add the next component to route the call or trigger other actions.

Component connections

Business Hours component comes with built-in time branches - such as Business Hours, Outside Business Hours, and Holidays.

Each branch can be connected to one component to route calls or trigger corresponding actions. Supported components are listed below.

Component Description
Prompt

Prompt component allows you to play audio prompt(s) or a text-to-speech message to callers.

For more information, see Prompt.
Business Hours

Business Hours component allows you to route calls to different destinations based on the time of day.

For more information, see Business Hours.
Menu Menu component allows you to present callers with a set of menu options, and route calls based on the DTMF digit they press.

For more information, see Menu.
User Input

User Input component allows you to collect DTMF digits from callers, typically used with Condition component to evaluate user input and route calls.

For more information, see User Input.
Language

Language component allows you to change the system prompt language for subsequent components in a call flow.

For more information, see Language.
Record Record component allows you to start recording a call upon the caller being connected to another participant, and optionally configure prompts to inform call participants at the start and during the recording. Alternatively, you can use the component to disable call recording for calls that are supposed to be recorded.

For more information, see Record.
Dial by Number

Dial by Number component allows callers to directly dial a number to reach the destination.

For more information, see Dial by Number.
Dial by Name

Dial by Name component is one of the end components to terminate caller's connection to the current call flow. It allows callers to reach extension user by entering the first three letters of the user's name.

For more information, see Dial by Name.
Transfer

Transfer component is one of the end components to terminate caller's connection to the current call flow. It allows you to transfer callers to a designated destination, and optionally configure prompts to inform them of the transfer.

For more information, see Transfer.
Hang Up Call

Hang Up Call component is one of the end components to terminate caller's connection to the current call flow. When callers are routed to the component, the call will be disconnected.

For more information, see Hang Up Call.
Condition Condition component allows routing calls based on logical expressions.

For more information, see Condition.
Loop Loop component allows a group of components to be executed repeatedly, either for a specified number of times or until a condition is met.

For more information, see Loop.
Developer Developer component allows you to query and update data from PBX-native database or third-party database.
For more information, see the following topics: