This section will provide an example link route. The example will be fairly simple, but will show the flexibility and power that a link route provides. The example shows how to create a link route to multiple destinations based on operating hours sets. In this example there are three different Operating Hours sets, two different numbers that are called depending on when the call is made, and a closed message that is displayed when the customer contact center is closed.
The instructions detailed give details on how to create such a link route. These instructions are for example purposes only and the particular details of any link route you create will need to be altered to match your requirements.
Go to Setup > Operating Hours and create the following Operating Hours sets:
Standard Hours (9:00 AM – 5:30 PM)
After Hours (5:30 PM – 8:00 PM)
Closed Hours (8:00PM – 9:00 AM)
For more detail on how to create an Operating Hours set, please refer to the Operating Hours section of this document.
Go to Setup > Link Router.
Click on the Add a new route link.
Type ‘Standard and After Hours’ in the Description field.
Click on ‘Standard and After Hours’ in the list of link routes.
Click on the Edit link in the Default row of the table on the Route Listing window.
Click on the Update link without entering any destination number details. This indicates that the closed message should be displayed if a matching link route/operating hours set could not be found.
Select Default for Phone to Phone from the Select country/group dropdown list.
Click on the Add link in this row.
Click on the Add Hour Set link for the Default for Phone to Phone route listing.
Select ‘Standard Hours’ from the dropdown list of Operating Hours sets.
Enter a country and a destination telephone number.
Click on the Add link for the route listing.
Click on the Add Hour Set link for the Default for Phone to Phone route listing.
Select ‘After Hours’ from the dropdown list of Operating Hours sets.
Enter a country and a destination telephone number.
Click on the Add link for the route listing.
If you followed this process you have now created a link route that directs visitors to one destination number during the defined ‘Standard Hours’ set, another destination number during the defined ‘After Hours’ set, and displays a closed message if they try to call at any other time.
Any link associated with this link route will now follow this behavior pattern.
