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How to Solve Problems with Time of Day Routing

One of the most popular VoIP features is time of day routing.  This feature allows you to route incoming calls to different locations depending on the time of day that a call is made.

Much like call forwarding, time of day call routing can be used to direct calls to a voice messaging system or a mobile phone number after office hours.  It can also be used to re-route calls based on the current time, which can save your business money on expensive calls.

But despite its popularity and usefulness, users sometimes experience problems with time of day routing.  To help you make the most of this advanced call routing feature, we’ll discuss three potential problems you may experience and ways that you can address these issues.

Calls aren’t being routed correctly

Time of day routing works by routing your calls based on cues you set up.  For example, if you are setting up time of day routing on an Asterisk-based phone system, you’ll need to define the following parameters (at the very least):

  • Desired time range
  • Days of the week
  • Days of the month
  • Specific months

Once you’ve configured your date ranges, you will also need to choose which number or device you would like your calls to be routed to during these time periods.

If you find that your incoming calls aren’t being routed correctly, it’s possible that the settings are not configured correctly on your end.  Visit these settings on your system and see what you’ve selected.  Customize these rules to your liking.

If you’re still experiencing issues, talk with your provider about any possible default settings that may affect how your calls are routed.

Incoming calls are going straight to voicemail

If time of day routing has been correctly configured for your phone system, your incoming calls should be sent to the phone that you select for a given time period.  But, what happens if your incoming calls are being directed to the right device, but going straight to its voicemail?

If incoming calls are going straight to voicemail, the most likely answer is that the device you’re using to receive calls doesn’t currently have service.  You may be in a bad zone or your provider might have an outage.  Touch base with your provider to ensure that your service is working correctly.

Your routing rules are set up incorrectly

Because time of day routing is basically just an extension of your call routing rules, it’s important to make sure it’s set up correctly. Otherwise, you may miss important calls.  If your incoming calls are being sent to the wrong phone, double check your settings.

It’s possible it’s not set up correctly or you’ve overlooked an important option. These rules are meant to be customized as often as you need, so it should be an easy fix.

Time of day routing is an extremely efficient tool for businesses of every size.  That’s why it’s important to ensure that it’s set up and working correctly.  In order to prevent potential problems with time of day routing, work directly with your provider and always double check your system after you’ve made changes to your routing rules.

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