Time conditions processes
A process inside the "Time condition" is the object that an administrator will attach to an instance that can receive incoming calls (IVR, waiting queue, user).
A process is composed of one or more rules that Accolades will check to allow or reject the call.
Management
Time condition process management is performed from the account info page, using the Time conditions tab.
The processed are defined inside the "Processes" section.
To add a new process the administrator must click the Add button, displayed inside the section menu.
The process info page can be accessed by clicking the Info button, displayed after the administrator clicks on the process name.
To edit or delete a process the administrator must access the process info page and then click on the Edit or Delete button, from the page menu.
Properties
A process from the time conditions has the following properties:
- Name
- The generic name of the process;
- Account
- The account linked to the process;
- Forcing
- Property with 3 possible values: inactive (calls will be processed according to the defined rules), available (all calls will be accepted, regardless of the defined rules), unavailable (all calls will be rejected, regardless of the defined rules);
- Unavailable notice
- The property defines a file to be played to the caller when the incoming call is places outside of the working hours. If a file is defined, then the administrator can download the file and in the edit window a file can be selected for upload).
- Unavailable action
- The property defines the action to take when an incoming call is received outside of the working hours (hang up the call or transfer it to another entity);
- Time zone
- The time zone for computing the hours defined in the process;
- Description
- A short description for this process;
- Schedule (rules)
- A list of instructions that will be processed when the process handles a call.
If the process has a file defined as an unavailable notice and the call is placed outside of the working hours, then Accolades will play that file before the action defined as an "Unavailable action" is triggered.
List of rules (schedule)
When the process receives a call, Accolades will process all the defined rules, sorted ascending, based on their priority. If a rule matches the current day, Accolades will store the schedule defined for that rule and then will keep on processing the following rules.
WARNING! The processing of rules is not halted when a valid rule is processed. All the rules will be checked, always and the schedule will be checked afterwards.
Rules management is made from the process edit window, by using the "Rules" section.