CallFire Solutions

Inbound Business Hours - After Hours IVR

Follow

Description

An IVR can route calls based on office hours and after hours by using a few time and date variables that tell the IVR what to do based on the day and time. The system will read the first two digits of the time in military, or 24 hour, time. Based on these whole hours from 1 to 24, you can have the IVR route based on this. The system default for the IVR platform is currently UTC (Universal Time Coordinate), and is the primary time standard by which the world regulates clocks and time. UTC (what used to be known as Greenwich Mean Time) is 8 hours ahead of Pacific Time, or 5 hours ahead of Eastern Time. For areas of the country that observe daylight savings, for example Eastern Daylight Time, UTC is 5 hours ahead of local time on the east coast of the United States during winter, but 4 hours ahead during summer.

 

Example

Here is an example of an inbound time/day-based routing that assumes normal business hours

of 9 am to 5 pm, Monday through Friday, UTC:

 

Example

Time Zone based IVRs

You can also base the IVR routing on the time zone you are in.

A few date and time variables can be configured to your local time zone. Currently, these

include the following:

  • ${global.date.TimeZoneID.month}
  • ${global.date.TimeZoneID.day}
  • ${global.time.TimeZoneID.hour.military}
  • ${global.date.TimeZoneID.dayOfWeek}

All three are read as integers by the CallFire Play tag, so the text-to-speech will not read

"January," but "1."

Here is a link to the appropriate TimeZoneIDs:

http://www.lipscorner.net/viewthread.php?tid=27408

For example, if you are on the west coast of the US, the tags might be

  • ${global.date.US/Pacific.month}
  • ${global.date.US/Pacific.day}
  • ${global.time.US/Pacific}

The following IVR assumes normal business hours of 9 am to 5 pm, Monday thru Friday, in

Pacific Standard Time:

 

 

Have more questions? Submit a request

Comments