How to manage the routing of contacts in different time zones

VanillaSoft will automatically adjust the routing of contacts based on the Contact's local time zone. To set the hours for your Calling Periods:

  1. Login as an Admin
  2. Select the Project
  3. Go to Routing
  4. Select Calling Periods
  5. Check the box and select the time period between which contacts should receive calls in their time zone
  6. Save

Note: The times you select are based on the contact's local time, i.e.  choosing 9:00 AM means that contacts in New York will start being routed at 9:00 AM Eastern time while contacts in California will start being routed at 9:00 AM Pacific time. VanillaSoft determines the time zone of the contact based on the area code of the phone number, not the state or zip code. As toll-free numbers are geographically independent they can be routed at any time.

If you have areas that you want to route differently then the main times selected, you can add exceptions for individual areas (provinces, states or countries) that will behave differently than the general calling periods.  Simply select the times and the areas - using the Control key allows you to select multiple entries - and then click on the green plus sign to add the exception. Several exceptions can be added.

There are two additional options that can be turned on using check boxes:

  • The first will exclude contacts from routing during their lunch hour period: 11:45 AM to 1:15 PM contact's local time.
  • The second will allow contacts without phone numbers, or with invalid area codes, to be routed regardless.
Have more questions? Submit a request

0 Comments

Article is closed for comments.
Powered by Zendesk