Add a New Time of Day Policy in ContactNow

Overview

A Time of Day (TOD) Policy is a collection of Rules that are used to define what should happen to calls at different times of day, days of the week, or on a specific date. This applies to both inbound and outbound call queues.

Once a policy is created, any number of individual rules can be added to that policy. Each rule will define the action taken if the rule is matched.

Note: Policies are configured for specific time zones, so you can activate and deactivate call queues based on specific operating hours for various time zones.

Instructions for adding a new Rule to an existing Policy are found in the following article: ContactNow: Add a New Time of Day (TOD) Rule to a Policy

Create a New Policy

1. Navigate to Configuration  > Time of Day, and click on Add Policy at the top-right of the screen.
2. Policy: Give your new policy a name, to identify it on the Time of day page and in the call queue settings.
3. Time Zone: Select the time zone this policy will be active for.
   • When you add rules to the policy, time parameters selected in your rules will be relative to this Time Zone selection.
4. Default Action: Select the for this policy:
   • Active: This action simply allows calls to route to/through call queues to which this policy is assigned, subject to the rules applied to the policy.
     
   • Inactive: This action allows these other options to be followed when the applied rules are in effect in this policy.
     • Hang up: Plays the Hangup message applied to the inbound call queue using this policy.
     • Voicemail: Plays the voicemail greeting of the assigned inbound call queue, and records the caller's message.
     • Jump: Sends the call to a selected inbound or IVR queue.

5. Click Save Policy. The new policy will be displayed on the Time of day page.

Add Rules to your New Policy

Instructions for adding Rules to your new Policy are located in the following article:

• ContactNow: Add a New Time of Day (TOD) Rule to a Policy

Add your new Policy to a call queue

To apply the new policy to a call queue:

1. Navigate to Configuration  > Agents, Teams & Queues > Queues.
2. Click on the gear icon for the desired queue, and select Edit.
3. On the Basics tab of inbound and outbound queues, click the drop-down for Time of Day Policy and select your policy.
4. Scroll down and click Update.

5. Click Back to Queues to return to the Queues page.
6. Click on the clock icon to confirm the policy you've applied to the queue.