🌍 Route Inbound Calls based on Global Business Hours

This page offers a configuration example to demonstrate how to configure inbound routes to control inbound calls based on Global Business Hours, which can be applied to most of the staff.

Background Information

Assure that your company’s business hours are as follows:

• Working days: Monday to Friday

• Business hours: 09:00 to 18:00

• When customers call in their trunk (sip_trunk), IZT Cloud routes calls to an IVR after hours and pings a page with the destination.

• During business hours, route inbound calls to an IVR for business hours.

• On public holidays, IZT Cloud routes calls to an IVR for holidays and plays a prompt “office_holiday.”

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 business hours and IVR for holidays. See Create an IVR.
• Set a holiday prompt to inform callers during holidays.

If you want to set up multiple outbound trunks, connect the calls to the trunk using a load balancing strategy. If a single outbound trunk is used, the trunk can be selected as well. See Route Inbound Calls based on DID Numbers.

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_GBH.

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 Global Business Hours.
3. Click Associate Time Period with the desired destination for inbound calls during global business hours:
   • Global Business Hours Destination: Set the destination for calls during global business hours.
   • Office Hours: Set IVR for business hours.
   • Holiday Prompt: Select and set the IVR for the business hours.
   • Outside Office Hours: Set the destination for inbound calls in the time periods that are not defined as Business Hours or Holidays.
   • Holiday Prompt: Set destination for calls on holidays.
4. Check the Holiday Prompt for the prompt to play during the holidays.
5. Configure the time condition destination based on the time:

• During business hours, route inbound calls to the IVR for business hours.
• Non-business hours, route calls to the IVR for outside office hours.
• On public holidays, play the holiday prompt during holidays.

6. Click Save and Apply.

Result

When customers make calls to the phone number of the selected trunk sip_trunk/sip_GBH, the calls will be routed to different destinations based on the time and dates.