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The Router - Time Based (RTB) applet routes calls differently depending on the time the call is received. For example, you can use the applet to route calls to one applet during normal office hours—9.00am–5:00pm, Monday to Friday—another at weekends—10:00am–4:00pm, Saturday and Sunday—and another applet at all other times. You can also define the routing of the call on bank holidays or on special days, such as company training days. 

You can configure the applet at 15 minute intervals, in 24 hourly slots, seven days a week.

You can only use this applet in an interaction plan that routes calls, and not other types of interactions.

After making any changes to the applet, you must click the corresponding Update button, or buttons, to save your changes. Changes in other sections are NOT saved when you click an Update button in another section, so update the modified field or fields before making changes in other sections.

Applet Settings
FieldOptionsDescription
Default AppletList of available appletsThe applet that the call is routed to unless you select an alternative applet in the time slot corresponding to the time that a call is routed through the RTB applet.
Time ZoneList of Time ZonesThe timezone in which this applet runs, that is, the timezone of the call center. You must select the appropriate timezone—by default the RTB applet uses UTC for routing calls. If the callers are in UTC+8, then the RTB applet routes call at 9am in UTC+8 to the applet configured to run at 1am, UTC time when the call center is possibly closed. Specifying the required timezone eliminates this problem, and the RTB applet will route the call to the applet configured to run at UTC+8.

 

Applet Settings

Time Table
FieldOptionsDescription
Add New AppletClickOpens the Time Based Routing Table page where you configure which applet runs at what time.
View LegendClickOpens a new page with a legend that shows the colors that the RTB applet uses for the different applets on the time table.

 

Time Table

Time Based Routing Table
FieldOptionsDescription
Day Of WeekList of days

If you select one of the days of the week, the chosen applet runs on the selected day of the week.

 Special dayIf you select Special day, the chosen applet runs on all special days—bank holidays, company training days, and so on.
 Monday-FridayIf you select Monday-Friday, the chosen applet runs Monday to Friday.
 Weekend

If you select Weekend, the chosen applet runs on weekend days.

In the RTB applet, the weekend is Saturday and Sunday.
 All WeekIf you select All Week, the chosen applet runs on every day of the week.
TimeStartTime in 00:00 formatSpecifies the start of the time period during which the chosen applet runs on the selected days.
TimeEndTime in 00:00 formatSpecifies the end of the time period during which the chosen applet runs on the selected days.
Application NameList of available appletsThe applet that the call is routed to during the defined time period.

 

Time Based Routing Table

Special Days
FieldOptionsDescription
Add Special DayClickOpens the Select Date page where you configure the date of the special day.
Delete Special DaysClick

Removes the selected special day or days from the list.

Select the check box or boxes alongside the day or days you want to delete. Click Delete Special Days.


Special Days

Select Date
FieldOptionsDescription
DateDateDetermines the date of the special day.

 

Select Date

Bank Holiday
FieldOptionsDescription
Add Bank HolidayClick

Adds the selected bank holiday or holidays to the list of special days.

Select the check box or boxes alongside the bank holiday or holidays you want to add to the list of special days. Click Add Bank Holiday.

Bank Holiday

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