Engage Voice | Using the Date Time node
Another tool you’ll encounter when building a basic IVR is the Date Time node. This node allows you to determine schedule-based branching in your IVR. In many cases, you might use this node to determine whether a call can be transferred to a live agent.
For example, if callers phone in when your call center is open, the Date Time node can send calls along one pathway, but if it’s closed, it can send them along another.
The Date Time node also allows you to create multiple schedules for the same pathway. You might want multiple schedules, for example, if you want different schedules for different days of the week.
Say your call center is open all day during the week but has more limited hours on the weekend. You might want to create one schedule for Monday through Friday and a different one for Saturday and Sunday.
Since the Date Time node determines which pathway a call will take, you can connect multiple arrows from the Date Time node to the nodes that follow. Keep in mind that you’ll need to configure connector arrow properties for each arrow that extends from the Date Time node.
Adding a Date Time node
When you’re ready to add a Date Time node, follow these steps:
1. Drag and drop the Date Time node from the palette onto the background
2. Hover over the Date Time node to reveal the popup menu and select Edit to open the Date/Time Properties modal window
3. Enter a new name in the Node Id field (optional)
4. Click on the Timezone field to choose a timezone from the dropdown menu
5. Click OK to close the modal window
Date Time properties
Let’s take a look at the configuration settings you’ll find within the Date Time node:
- Node Id: This is the unique name given to a particular Date Time node that has been placed on the background. You can leave the default name or change it
- Timezone: This determines the timezone you’ll use for the schedules you create
Using Date Time connection properties
You’ll need to drag and drop whichever nodes you want your Date Time node to connect to before you can open the Date Time Connection Properties modal window. You’ll also need to drag and release arrows to connect the Date Time node to the nodes that follow.
Once you’ve connected the Date Time node to the nodes that follow, you’ll see a circle with a question mark appear over each arrow.
You can double-click anywhere on the circle to bring up the Date Time Connection Properties modal window. Then click the Out of Schedule button or the New Schedule button.
Selecting the Out of Schedule button means the IVR will send calls along this pathway if no schedules are open along other pathways. Selecting the New Schedule button means you want to create one or more open schedules for the associated pathway.
Creating a closed schedule
When you’re ready to create a pathway with a closed schedule, follow these steps:
1. Double-click the circle with the question mark on the connector arrow to bring up the Date/Time Properties modal window
2. Click the Out of Schedule button
3. Click the OK button to close the modal window
Creating an open schedule
When you’re ready to create a pathway with an open schedule, follow these steps:
1. Double-click the circle with the question mark on the connector arrow to bring up the Date/Time Properties modal window
2. Click the New Schedule button
3. Check the box next to each day of the week you want your schedule to apply
4. Click the plus icon in the middle of the gray Time Range bar to create an open period
5. Click additional plus icons to create additional open periods (if desired)
6. Adjust your open period(s) using the bar or supply exact times in the fields below
7. Click the Apply button when you’re finished with your first schedule
8. Click the New Schedule button and repeat steps 3-7 to create additional schedules
9. Click OK to close the modal window
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