Calendar based routing allows you to specify how you want your calls to be routed based on the date. They are more suitable than hunt groups for this task, because whereas hunt groups route based on time of day, calendar call rules allow you to route calls based on the specific date.
For example, over a festive period you can route calls to an out of hours messaging service every year. If you have an employee who will be on maternity leave for part of the year you can automatically divert their calls to another extension when they begin their leave, and automatically route calls back to their extension on the date of their return.
To get started, select Your Phones then Calendar Routing from the top menu of your control panel (as below).
*NOTE* Currently, you will be directed to the legacy control panel in order to record your voice prompts.
Select an unused internal number to assign to the rule within the Create Calendar Rule box. Chose a descriptive name and click Create.
An initial rule will be configured by default when you first create your new rule, and that is to reject all calls. This is because if a call comes in and it doesn't match a rule it will be rejected.
To create a new rule, simply select a date range for it, and select a destination. If you want the rule to repeat (for example, every weekend or fortnight) simply check the repeat range box and select how often you want the range to repeat.
Applying your rule
Once you have finished configuring your calendar rules, you need to assign it. For example, if you want it to apply it on your main phone number you would need to go to the Phone Numbers area of your control panel and select the calendar based rule as the destination for that number.
Frequently asked questions
What happens if I add an entry that conflicts with an existing date range?
If you add an entry that is exactly the same as an existing date range, then the new rule will overwrite it.
For example, if our calendar based rule already has an entry for the 25th December, and you use the dropdown boxes to create a conflicting rule, the new entry will overwrite the existing one - calls will go to the destination that you just select in the dropdown boxes.
If you add a new date range that partially covers an existing rule, then your existing rule will be split. The new date range will take precedent, however the other parts of the old rule that are outside of this range will still exist.
How do I delete a rule?
To delete a rule, simply check the box alongside it in the Delete column and click Update. To delete more than one rule, simply select multiple entries.
What type of destinations can I divert calls to?
You can divert calls to any type of destination on your account:
- Individual user extension
- Hunt group
- Voice menu
- Conference room
- Call queue
- PIN access control group
- Caller ID based routing group
Why are inbound calls being rejected?
By default, any inbound call that does not occur on a date range you have configured will be rejected. Therefore ensure you have a rule configured. Any rule that is currently in effect will be shown in red.
Why don't any of my calls get routed as expected?
Always ensure you assign your new calendar based routing rules to one of your external numbers or as the destination of a group (such as a hunt group or voice menu).
You can assign your rules to an external number in the Phone Numbers section of your control panel.
Once you have configured and saved your routing rules, you can click on the Gradwell logo in the top left-hand corner to go back to your new control panel.