How Do I Add a Date (time) to an Existing Holiday/Weather/Emergency Call Routing?

How Do I Add a Date (time) to an Existing Holiday/Weather/Emergency Call Routing?

Changing Your Call Routing

Clarity Voice is committed to customizing your Domain's Call Routing to support your Business. 
  1. The instructions listed here are meant to empower you to make changes to your Call Routing if you should need or want to.   Please do not hesitate to reach out for major changes, guidance, or just a refresher training.  


How Does Call Routing Work?

Call Routing consists of two pieces.  
  1. The Phone Number itself and the Routing User or Extension that it initially points to.

  2. Where the call should go next (Answering Rules) and when the forwarding of the calls should occur (Time Frames). 


How Can I Add a Time to My Domain Call Routing?

  1. Time Frames determine "when" Routing occurs.  Once a Time Frame has been created, additional Date/Times may be added to the Time Frame at any time. 

  2. Reusing Time Frames helps eliminate multiple, confusing Answering Rules in your Routing.   
    1. For example, rather than set up a separate Routing for every Holiday, we will generally set up a single "Holiday" Time Frame and a matching Answering Rule that will forward the calls during that time.

Instructions
  1. If you are changing your Domain's Routing, you must be in your Manager View.  Choose Manage Organization or Manage Call Center, depending on your Permission Level.
    1. Choose the Time Frames Tab.


  2. Click the Domain name so that you can edit these Time Frames. 

    1. The list of Time Frames will open. Hover over any of the Time Frames and choose the Edit pencil icon if you would like to add a Date to the Time Frame. 
      .  

  3. The Time Frame will open.  Enter the date(s) in the Specific dates or ranges section by clicking the "Calendar" icon.    
    1. You can use the sliders in the pop-up or you may type in the date/time manually. 
    2. Use the Add a date range plus icon if you need to add more than one set of dates. 


  4. When you have all times entered, choose Save.  The programmed Call Routing in your Answering Rules will take effect during this time. 

    1. If your Permission Level also allows you access to change Answering Rules, you will also want to verify "where" the Routing will go during this time by checking the matching Answering Rule.  This can be accomplished by going to the Users tab, choosing the Routing User, and looking at the Answering Rules in that User. 
       


How Do I Add a Time to My Own Extension Call Routing?

  1. Time Frames determine "when" Routing occurs.  Once a Time Frame has been created, additional Date/Times may be added to the Time Frame at any time. 

  2. Reusing Time Frames helps eliminate multiple, confusing Answering Rules in your Routing.   
    1. For example, rather than set up a separate Routing for every Holiday, we will generally set up a single "Holiday" Time Frame and a matching Answering Rule that will forward the calls during that time.

Instructions
  1. If you are changing your Extension's Routing, you should be in your Extension View.  If you are a Manager/Admin permission level, make sure to toggle to your own Extension View by clicking your Profile Name (extension name), then choose My Account.
    1. Choose the Time Frames Tab.


  2. The list of Shared and Extension Time Frames will open.  When adjusting your Extension Routing, you will have access to any Time Frame that you have set up for your own Extension.  "Shared" Time Frames will be visible but locked for changes. 
    1. Hover over any of your Time Frames and choose the Edit pencil icon if you would like to add a Date to the Time Frame. 
      .  

  3. The Time Frame will open.  Enter the date(s) in the Specific dates or ranges section by clicking the "Calendar" icon.    
    1. You can use the sliders in the pop-up or you may type in the date/time manually. 
    2. Use the Add a date range plus icon if you need to add more than one set of dates. 


  4. When you have all times entered, choose Save.  The programmed Call Routing in your Answering Rules will take effect during this time. 

    1. Whenever possible, you will also want to verify "where" the Routing will go during this time by checking the matching Answering Rule.   Just click the Answering Rules tab to see the current Routing for your Extension. 



Need More?

Try our Portal Guides!  Each Permission Level has a Guide specifically created for them with an interactive Table of Contents so that you may skip quickly to the relevant section. 

Admin/Manager Guides

  1. "Office Manager" Admin Guide
  2. "Advanced User" Admin Guide
  3. "Call Center Supervisor" Admin Guide
  4. "Site Manager" Admin Guide

Only have access to your own Extension?  

Your Extension has access to Voicemail, Profile Settings, Extension Routing, and more!  
  1. "Call Center Agent" Portal User Guide
  2. "Basic" User Portal User Guide

Looking for Information on How to Use a Toggle Time Frame?

Click here: Toggle Codes

Want to know more about Training or Routing?


Give our Customer Service Team a call at 1-800-676-3995!   We are available Monday-Friday 8am-9pm EST. 
Prefer to open a Request?  Click here to open a Ticket Request!

We’re here to help you find better, easier ways to run your business.

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