Route calls to different destinations based on a schedule of time of day and day of week, using a Lookup Table.In addition to other call routing options, you can use Invoca to create a schedule and route calls to different destinations based on it. This is useful if you have call centers open on different days or at different times.
Creating your routing schedule
You’ll build this schedule using a Lookup Table.-
Follow steps 1–8 of “Lookup Table Routing” to create a new Marketing Data table with these field names:
- Lookup Field: Call Start Time
- Secondary Lookup Field: Day of Week
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Open the spreadsheet template (
.xlsx) downloaded during that process in any spreadsheet program. -
Starting in row 16, you’ll see one column each for the call’s start time (based on your Invoca network’s time zone) and day of week, plus a column for every other Marketing Data field in your account, including the
destination_phone_numberfield created earlier. Fill out the time and day columns for every single hour of the day (00:00–23:00) and each day of the week (Monday–Sunday), even for hours you’re not open. Write times in 24-hour format (for example, 5 pm as “17:00”) and days without abbreviations. For example: -
In the
destination_phone_numbercolumn, enter the destination number that should apply starting at each time and day combination. Leave other columns blank. - Save the spreadsheet, return to your Invoca browser window, click Choose File, select your saved file, then click Upload.