Time Based Forwarding

Time Based Forwarding is an automated service which enables you to control where you take your calls based on the time of day or the day of the week.

Time Based Forwarding is particularly useful if you know your business may receive calls when you're closed. You can set-up Time Based Call Forwarding to a Voicemail service or Information Line outside of your opening hours.

It's also advantageous when you require call forwarding to certain members of your team at certain times of the day.

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To use this functionality, you will need to purchase this Bolt On or a package featuring this Bolt On - For more information, see our step-by-step Purchasing services guide.

To use Time Based Forwarding, you need to set up a Time Plan. A Time Plan determines the forwarding destination of a call depending on the time of day. By default an 'Any Other Time' Time Plan is created to pick up all calls which fall outside of the times included in the Time Plans.

Your Time Based Forwarding can include as many Time Plans as is needed; this could consist of a large number of Time Plans per day.

The system will check the time with the Time Plan at the top of the list first. If the 'Any Other Time' Plan is first, this will always be used.


Setting up a Time Plan

Using myTTNC, you can create multiple Time Plans to suit your business needs. To get started just follow these steps:

  1. Log into myTTNC by going to www.myttnc.co.uk
  2. Click on Phone Numbers in the left-hand menu.
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  1. Click on the three dots next to the number you wish to edit, then click on Edit Forwarding
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  1. Click Change Forwarding Type
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  1. Click Time Based Forwarding
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All your Time Plans will be shown on the list. As standard, we provide you with an 'All Other Times' Time Plan which will be used when no other time plans are running.

  1. Click Create Time Plan
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  1. Enter a name for the Time Plan, this will only be shown on the Time Plan Overview page.
  2. Enter a time (using the 24-hour clock) and the days of the week that the Time Plan will be used.
  3. Click the Create to begin setting up the forwarding.
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  1. Select the type of forwarding that the Time Plan requires. See the relevant Help Guides for your chosen forwarding type: Call Forwarding; Information Line; Forward Directly to Voicemail; IVR.
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  1. Once you've added the forwarding for your Time Plan, if you need another Time Plan, you can Add Time Plan on the left side. Alternatively, if your Time Based Forwarding is complete, click Apply to save the Time Plan.
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Editing Time Plans

You can make amendments to existing Time Plans on the Time Based Forwarding page:

  1. Log into myTTNC by going to www.myttnc.co.uk
  2. Click on Phone Numbers in the left-hand menu.
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  1. Click on the three dots next to the number you wish to edit, then click on Edit Forwarding
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  1. Click on the three dots next to the Time Plan you wish to change, click Edit Time Plan to make changes to the date and time, or click Edit Forwarding to change the forwarding details. You can also click on the Time Plan name in the Forwarding menu to edit the forwarding of a particular plan.
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  1. Once all changes have been made, click Apply to save the changes.
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Reordering Time Plans

The time plans will be used in the order you set. The call will always be routed through the first Time Plan which matches the current time.

For example, if the default 'All Other Times' Time Plan is first on the list, then all calls will use this Time Plan regardless of the time of the call.


You can re-arrange the order of your Time Plans by following these simple steps:

  1. Log into myTTNC by going to www.myttnc.co.uk
  2. Click on Phone Numbers in the left-hand menu.
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  1. Click on the three dots next to the number you wish to edit, then click on Edit Forwarding
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  1. Drag the Time Plan you wish to move, using the three lines to the left of the Time Plan.

In this example, the Monday Morning time plan will always be used between 9-12 on a Monday Morning, at 12:01 calls will route via the 'Working Hours' Time Plan.

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  1. Click Apply to save the order.
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Deleting a Time Plan

You can easily remove a Time Plan by following these steps:

  1. Log into myTTNC by going to www.myttnc.co.uk
  2. Click on Phone Numbers in the left-hand menu.
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  1. Click on the three dots next to the number you wish to edit, then click on Edit Forwarding
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  1. Click on the three dots next to the Time Plan you wish to remove, click Delete
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  1. Click Delete to confirm.
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Navigating with the Forwarding Menu

The Forwarding Menu is a great way to navigate around your IVR or Time Plan.

As you can see in the example below, you can click on any Time Plan to view the forwarding details. Hovering over the Time Plan will show the times and days that the Time Plan will be triggered.

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