Intro

Rules are at the centre of how babblevoice handles your phone calls. They can be used for all sorts of things and become more useful when they are layered to form auto attendants. Below is a set of basic rules used most frequently by surgeries. These rules cover opening and closing times, call menu options and emergency planning.

This is how we use the rules to do a bank holiday check and divert the call accordingly:

When an incoming call comes in on 01442****** then jump to extension BankHolidayCheck.

When there is a bank holiday:

When a call comes in for BankHolidayCheck then if it is a UK Bank Holiday then jump to extension BankHoliday, otherwise jump to extension OpenCheck.

If it isn’t a bank holiday, then you need to check if your surgery is open:

When a call comes in for OpenCheck then if it is Monday, Tuesday, Wednesday, Thursday, Friday and the time between 08:00 and 18:00 then jump to extension TrainingCheck, otherwise jump to extension Closed.

If it is a bank holiday this is how you can play a message and then hang up the call:

When a call comes in for BankHoliday then play the recording surgery_closed111.wav then hangup the call with the reason normal clearing.

If a call comes in when the surgery is closed then the following rule can be used to play a message and the call is then hung up:

When a call comes in for Closed then play the recording surgery_closed.wav then hangup the call with the reason normal clearing.

If the surgery is closed for training at certain times then the following rule can be used to check if this is occuring at the time of the call:

When a call comes in for TrainingCheck then if it is the 13th May 2019 and the time between 08:00 and 18:00 then jump to extension TrainingClosed, otherwise jump to extension DisasterCheck.

A disaster check is used as part of your contingency planning if for example, your broadband is down, to divert the calls to other numbers (more details on using a disaster switch can be viewed here):

When a call comes in for DisasterCheck then check if the word ‘disaster’ is found in the domain’s status, if it is jump to extension Disaster otherwise jump to Open.

If the disaster switch is flicked to on then the calls will be handled by:

When a call comes in for Disaster then forward the call to 077********.

If the surgery is open and accepting calls then set up a basic auto attendant to find out what the caller wants:

When a call comes in for Open then play the recording surgery_coronavirus.wav then play the recording surgery_callrecording.wav then wait for the user to dial 1,2,3.. and go to extensions Reception,Prescriptions,Admin respectively.

If the surgery is closed for training calls can be dealt with using the following:

When a call comes in for TrainingClosed then play the recording surgery_closed111.wav then hangup the call with the reason normal clearing.

When a caller has been through the auto-attendant and chosen option 1, this is how we switch to enterprise mode and add basic queuing information (please read our Queues guide for more details on these):

When a call comes in for Reception then enable queue position announcements then change the queue strategy to enterprise then queue the call for group Reception with a really low priority, queue for 3600 seconds then hangup the call with the reason normal clearing.

When a caller presses 2 they will be directed to Admin:

When a call comes in for Admin then enable queue position announcements then change the queue strategy to enterprise then queue the call for group Admin with a really low priority, queue for 3600 seconds then hangup the call with the reason normal clearing.

Pressing 3 enables the caller to go through to prescriptions:

When a call comes in for Prescriptions then enable queue position announcements then queue the call for group Prescriptions with a really low priority, queue for 3600 seconds then hangup the call with the reason normal clearing.

To add a phone to a group:

These 2 rules allow users to dial a number to add, or remove, their phone from a group. The numbers that you choose and the group, can of course be edited to suit your needs - in the example below we use 10 & 11:

When a call comes in for 10 then add the caller to the group Reception then say ‘You have been added to the reception group.’ hangup the call with the reason normal clearing.

To remove your phone from a group:

When a call comes in for 11 then remove the caller from the group Reception then say ‘You have been removed from the reception group.’ hangup the call with the reason normal clearing.

More details on call rules can be found here.

If you have any queries with your rules then please contact us.