The heart of exception rules are the conditions. Whether its a rule for charges or pay the conditions are the same except for Condition 3 which changes from roles to contracts depending on the rule type (Pay or Charge).

1. Use a rule for length of call: This asks if the call is a particular length. Depending on whether actual lengths are used or not the from and to boxes define the minimum and maximum length and approve it to a set length. This is often used where call monitoring and ‘actual’ times are used and you need to use bandings e.g. a 30 minute call might be between 21 to 35 minutes.
2. Use a rule for the day or date: This asks if the call falls on a particular day, date or range of days. For example weekend calls can be set to a different amount to weekday calls.
3. Use a rule for the role/contract: Checks to see if the call is for a particular contract (rule type Pay) or if a carer with a particular role was used (rule type Charge).
4. Use a rule for the client: Checks if the call was for a particular client.
5. Use a rule for the need: Checks if a certain need or need category was used.
6. Use a rule for the time range: Checks the call falls within a time range.