👩‍💼 Route Inbound Calls based on Employee Hours

This page offers a configuration example to describe how to configure inbound routes to control inbound calls for individual employees who have their own work schedules.

Scenarios

Daily doctors in a hospital are responsible for supporting emergency patient treatment and accepting appointments for patients over phone calls. The call schedules are defined as follows:

• During business hours, route inbound calls to the doctor's extension.
• During the free period for doctors on duty or when a doctor is on holiday, the incoming calls form patients should be routed to an alternative destination.

The following time schedules for the duty doctors:

Prerequisites

• Ensure that the inbound call has been set up and is ready for use.
• The desired destination for the inbound call should be properly configured in the system.
• Configure the IVR for agent on duty and configure different extensions for each agent.

Suppose you want to connect calls to the trunk using a failover strategy. If multiple outbound trunks are used, configure the trunks in Load Balance Strategy. Otherwise, a single outbound trunk can be used.

Procedure

1. Log in to the PBX web portal, go to Call Control > Inbound Route, click Add.
2. In the Name field, enter a name to help identify it.
3. In the Trunk List section, select the desired trunks from Available to Selected box.

• In this scenario, select the trunk sip_trunk/sip_EH.

4. In the Default Destination section, complete the following operations:

1. Select the checkbox of Time Condition.
2. In the Select Time Group on Time Condition, select Based on Custom Time Periods to configure personalized time slots for each doctor.
3. Click on Associate Time Periods to add personalized time slots according to each doctor's schedule available:
   • Employee Work Hours: Set specific times for individual doctors.
   • Holiday Prompt: Handle calls during doctor-specific holidays or time off.
4. Configure the custom schedules for doctors as illustrated in the example.
5. Click Save and Apply.

Result

When external users make calls to the selected trunk sip_trunk/sip_EH, the calls will be routed to different destinations based on the following:

• During the custom time periods, inbound calls go to the specified destination.
• During rest times that are not defined, inbound calls should be routed to the Default Destination.
• When it comes to holiday, inbound calls go to the Holiday Destination.