Setting up Intelligent Queue 459
To create a Redirection Plan
1. Select Manage=>Conditions=>Redirection. The Redirection conditions tab opens by default.
2. Enter a new plan name or click an existing plan to populate the Plan Name field.
3. Under Redirection Pattern, enter digits from 0-9, *, and ?
The * can only be used at the end of a digit string to match any number of digits. You cannot use the
asterisk as a leading or embedded wildcard as this will cause an error. The ? can be used anywhere
in the digit string to match one digit.
4. Click => to add it to the Redirection Pattern List.
5. Click Remove to delete any redirection patterns from the list.
6. After you have configured your redirection condition, click Save.
7. Click the Action to take tab.
8. Under Condition Matched, select None, Action, or Condition. None is selected by default.
• If you sele ct None, control is passed back to the call flow where the next condition will be tested.
• If you select Action, select an Action and then select an Action Plan from the drop-down list
boxes. The selected action will be followed if the condition is matched, and therefore, true.
• If you sele ct Condition, select a condition and then select a plan from the drop-down list boxes.
The selected sub-condition will be followed if the condition is matched, and therefore, true.
9. Repeat the previous step for Default Action.
10. Click Save.
Creating schedule conditions
There are three different schedule plans to configure. You can configure schedules to offer different options,
based on the following values:
• Time of day
• Day of the week
• Specific calendar dates

If a condition is true

The Time schedule checks the current time. If the current time is between the start and stop times, the
condition is true, and the associated action occurs.
The Day schedule checks the current day of the week. If the day is selected, the condition is true, and the
associated action occurs.
The Date schedule checks the current date. If the date is selected, the condition is true, and the associated
action occurs.

If a condition is not matched

If the condition does not match, the default action of the plan executes. If the default action of the plan is set to
None, control returns to the call flow and the next condition is tested.

Overview of schedule plan creation

• Create a Date schedule, create an action to take, and save it.
• Create a Day schedule, create an action to take, and save it.
• Create a Time schedule, create an action to take, and save it.
To create a schedule plan
1. Select Manage=>Conditions=>Schedule. The Schedule conditions tab opens by default.
2. Enter a new plan name or click an existing plan to populate the Plan Name field.
Select one of the following schedule types:
• Time Schedule (checks to see whether the current time falls between start and stop times)
• Day Schedule (checks to see whether the current day matches a selected day, Monday through
Sunday)
• Date Schedule (checks to see whether the current date matches selected dates)