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

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:

Create a New Policy

  1. Navigate to Configuration CN_Configuration_Gear_Icon.jpg > 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.
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    • 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.

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

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Add Rules to your New Policy

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

Add your new Policy to a call queue

To apply the new policy to a call queue:

  1. Navigate to Configuration CN_Configuration_Gear_Icon.jpg > 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.

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

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