Overview
Time Controls allow you to configure how interactions are routed based on the time and day they occur. Common use cases include defining business hours, after-hours routing, holiday handling, and weekend messaging. Sharpen supports “Time Controls” in two environments: Logic+ and Classic Logic. While both serve the same core purpose, they differ in how they are configured. Refer to the section that applies to your environment.
Logic+: Time Controls
The Time Control panel in Logic+ routes interactions based on the time and day they occur, allowing your Logic+ flow to behave differently depending on when it is triggered. It supports weekly recurring schedules, one-time events such as holidays, and a default exit path for any time not covered by a defined event. Each Time Control panel supports up to 10 custom events.
Before You Begin
Before configuring this panel, map out all the time scenarios your flow needs to handle. A simple list or flowchart of the different time windows and their corresponding routing paths is a helpful starting point.
Pay particular attention to the Default exit path. Any interaction that does not fall within a defined event window, including unexpected scenarios, will route through the default. It is strongly recommended to build and test a complete flow for this path before deploying.
Example Use Case
A business wants to route incoming calls differently based on time of day. During business hours (Monday–Friday, 8:00 AM–6:00 PM), calls route to a live agent queue. Outside of those hours, callers hear an after-hours message and are offered a callback. A one-time holiday event is also configured for a specific date, routing callers to a holiday message. The Logic+ Time Control panel manages all of these scenarios in one place.
Panel Settings
Set as Flow Initiator Designates this panel as the starting point of the IVR flow. When selected, this panel will be the first to execute when the flow is triggered.
Panel Name Enter a descriptive name for the panel. If a variable is specified and does not already exist, it will be created automatically.
Panel Description Provide a clear description of the panel's purpose. This serves as inline documentation to help team members understand its role within the flow.
Time Zone Select the time zone that applies to this panel's events. You may either select a time zone from the dropdown or reference a variable to assign the time zone dynamically per interaction.
Events
Events define the time windows that drive routing decisions. Each event generates its own named exit path. Logic+ supports two event types:
Weekly Repeating Event Use this for schedules that recur on the same days and times each week, such as standard business hours.
Name — Enter a unique name for the event. This will be used as the label for its exit path.
Days of the Week — Select one or more days:
SUN,MON,TUE,WED,THU,FRI,SAT.Time Range — Enter a start and end time. Times can be entered in 12-hour or 24-hour format (
HH:MM AM/PM). 24-hour entries are automatically converted to 12-hour format.
One-Time Event Use this for single occurrences that do not follow a weekly schedule, such as holidays, closures, or special events.
Name — Enter a unique name for the event. This will be used as the label for its exit path.
Start Date and Time — Enter the date and time the event begins (
MM/DD/YYYY,HH:MM AM/PM).End Date and Time — Enter the date and time the event ends (
MM/DD/YYYY,HH:MM AM/PM).Repeat Annually — Enable this toggle to repeat the event on the same calendar date each year. Useful for fixed holidays. Off by default.
Exit Paths
Default The path taken when the current time does not match any configured event. This handles all unscheduled time windows and any gaps in coverage. Build and test a complete flow for this path before deploying.
Custom Event Paths Each event you create generates a corresponding exit path named after that event. When the current time falls within an event's window, the flow routes through that event's exit path.
Classic Logic: Time Controls
Time Controls in Classic Logic allow you to customize call flow behavior based on defined time frames, such as routing calls differently during business hours versus after hours or presenting different options on weekdays versus weekends.
Time Controls Interface
Name: Enter a name that clearly identifies the time frame this control represents. Use descriptive names such as M-F 8am–5:30pm, Holiday Hours, or Weekend Routing to make identification easy.
Timezone: Select the applicable time zone. If your organization has multiple locations operating in different time zones, separate Time Control instances can be created for each.
Timezone settings are set by the IVR settings.
Timezone settings are set by the IVR settings
Time Settings: Define the time frame by configuring hours, months, and days. These three settings work together to determine when the Time Control is active.
Time Conditions: Set the routing behavior for two scenarios: when the time conditions are met, and when they are not met. For example, during business hours calls route to the main queue; outside of business hours they route to a voicemail or after-hours message.
Building a Time Control
By default, a new Time Control is set to 12:00 AM – 11:59 PM with no months or days selected, meaning it applies to all times on all days. Follow the steps below to configure a specific time frame, such as Monday through Friday, 8:00 AM – 5:00 PM.
Enter a descriptive Name and select the appropriate Time Zone.
In the Time Settings, configure the hourly range first. You can type the time directly, click and drag the endpoints on the time selector, or use the quick-select links on the right.
Select the applicable months. If the control should apply year-round, leave the month selection blank.
Click Pick By Weekday to select days by name rather than specific calendar dates, then click and drag to select the desired days (e.g., Mon–Fri).
Enter a Time Name and click Add to generate a preview of your Time Control. Confirm the settings are correct before proceeding.
Configure your Time Conditions — define what happens when the conditions are met and what happens when they are not, then click Save.
Best Practice: Chaining Multiple Time Controls
If you are linking multiple Time Controls together, configure them in order from most specific to most general. For example, place Holiday controls before Business Hours controls. This ensures interactions are evaluated against the most precise conditions first and routed correctly.
This article is part of a series on Admin Configuration topics.