Operation Times

Operations Times (op times) are a way of routing/diverting calls to a service number based on the date/day and time. Examples in the guide will be using op times on an ERG, but the same logic/theory applies to all op times regardless of service they are set against, DID, DG, ERG, queue, extension etc.

Terminology

An explanation of terms used in the guide

Open Destination - This is the destination of where the calls will be delivered when the ERG is open. In the case of an ERG this is the ERG itself, for a DID it is the destination set on the main screen
Closed Destination - This is the 'default destination' set under the op times section
Service Number - This is the number of the ERG/DG/Queue or DID (being the full 61xxxxxxxxx) etc
Mode - State of the op times for the service number. (Open, Closed, Reset/op times)

How A Call Flows Through Operation Times

The below flow chart explains how a call flows through Operation Times and the order in which the decisions are made regarding the destination of the call.

Access Codes

Note Ensure that 'System Operation Times' are enabled within Extension > Enhanced Services for each of the required extensions.

There are two access codes for toggling op times

*404 <###> - Toggles between open and close
*405 <###> - Toggles between close and reset
- <###> is an optional service number

Along with theses options there is the 'Midnight Reset' option found in 'Access Codes' for the TN under the 'Operations Times' section. If enabled (Yes) the mode will be reset at midnight and follow op times.

Using these codes as is without a service number will toggle the mode for the entire TN. Dialling a service number after the access code will toggle the mode for just the dialled service number.

Note The status of the entire TN is not visible in the PBX, see examples below

Other access codes are

*401 <###> - Set mode to open
*402 <###> - Set mode to closed
*403 <###> - Reset mode to follow op times
- <###> is an optional service number

Note These codes are not toggle codes they will only set the mode as desired.

Operation

Dialling *404 <###> will toggle between open and closed destinations. Any op times that are set will be ignored. This is best used when full manual operation is desired.
Dialling *405 <###> will toggle between closed and following op times (reset). This is best used when wanting to divert to a voicemail whilst out of the office or to close early. With this access code it is not possible to open the ERG manually! It toggles between closed and following op times only. So if there is not an op time opening the ERG, calls will not be delivered to the members of the ERG.

Note If 'Midnight Reset' is enabled, at midnight the mode will reset and op times will take affect, until the next time an access code dialled.

Setting BLF Keys

Note Ensure that 'System Operation Times' are enabled within Extension > Enhanced Services for each of the required extensions.

Setting a BLF key can be done either under Enhanced Services or the UAD for the extension. The value to set is the access code and service number if used. Example *4051001 will toggle ERG x1001 between closed & reset modes. Ensure to enable BLF for the key under enhanced services for the BLF lamp to function.

Announcements & BLFs Notifications

The confirmation announcements played when toggling between modes are

"Times Disabled" = Closed
"Times Enabled" = Open
"Times Removed" = Reset/Follow Op Times

BLF Key Statuses

Red = Closed
Green = Open/Reset (depending on if *404 or *405 is used)

Example - Open

In the below screen shot the mode has been set to 'Opened' for this ERG as per the 'Operation times activated over phone' section. This means regardless of the date or time calls to this ERG will be delivered to the members of the ERG. The best way to think about it is all the fields crossed out have no effect on how the calls are routed.

Example - Closed

In the below screen shot the mode has been set to 'Closed' for this ERG as per the 'Operation times activated over phone' section. This means regardless of the date or time calls to this ERG will be delivered to the highlighted 'Default Destination'.

Example - Reset/Op Times

In the below screen shot the mode has been reset for this ERG as there is no 'Operation times activated over phone' section. This means that the calls will be delivered as per the operations times.

More Detail on Operations Times Settings

On/Off/Inherit

On - Op times are enabled and will route the calls depending on the mode set or the various date/day/time entries.
Off - Op times are disabled and calls will be delivered to the members of the ERG regardless of any other op times settings. This means that any date/day/time entries or mode settings have no affect on call routing.
Inherit - Op times are inherited from the TN level. By default op times are turned off at the TN level. Note these can only be changed by CK Staff.

Open Days

These are the days and times at which the ERG is open and calls will be delivered to the members. Multiple entries can be added if the times differ between days of the week.

Custom Destinations

These are reoccurring days and times at which calls will be diverted to an alternate destination. In the screen shot above on Saturday morning calls will be sent to destination x1002.

If a greeting is set and 'O' is not ticked the greeting will be played before sending the call to the custom destination.

If a greeting is set and 'O' is ticked the call will be sent to the custom destination, without playing the greeting.

Closed Dates

These are specific dates and times that calls will be routed to an alternate destination. To set an entire day enter From: 0000 To: 2359

Note The 'Time From' and the 'Time To' fields apply to each date within the date range.

For example if an entry was set as per below for a Christmas period

From: 23/12/2022
To: 02/01/2023
Time From: 1700
Time To: 0900

Calls from 0900 to 1700 each day would ring the members of the ERG

The correct ranges to enter would be

From: 23/12/2022 To: 23/12/2022 Time From: 1700 Time To: 2359
From: 24/12/2022 To: 01/01/2023 Time From: 0000 Time To: 2359
From: 02/01/2023 To: 02/01/2023 Time From: 0000 Time To: 0900

Greeting

This greeting if set will be played to callers when the ERG is closed before sending the call to the closed destination.

Routing Priority

The priority for call routing if op times are enabled is as follows (highest to lowest)

Operation times activated over phone
Closed Dates
Custom Destinations
Open Days

The easiest way to work out what routing has priority is to start at the top and work down through the settings page.

Are op times enabled?
Has a mode been set via a phone?
Does the current date/time match a closed date?
Does the current day/time match a custom destination?
Does the current day/time match an open day?