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  • 1.  Flexible Opening hours

    Posted 04-19-2019 04:22
    Hello,


    is there another method other than the TTS to remind the customer the call center's opening times ? 

    In the case where the schedules are fixed during the year, the ideal is to load .wav files, whereas in the case where the opening hours vary and change 5 times during the year, the option of the file .wav is no longer valid.

    Regards,
    #DigitalChannels
    #Implementation
    #Integrations

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    Charaf Eddine Chemlal
    Dimension Data France
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  • 2.  RE: Flexible Opening hours

    GENESYS
    Posted 04-19-2019 15:02

    You can dynamically look up user or system prompts by name and then use in a play audio action.  For example, store your opening hours in a data table or fetch them using a call data action, then look up the prompt for that time.

    Also architect has a built-in expression for playing a time.  You would need to convert your hours to a date time object, something like this but replace the hours/minutes:

    ToAudioTime(MakeDateTime(Year(Flow.StartDateTimeUtc), Month(Flow.StartDateTimeUtc), Day(Flow.StartDateTimeUtc), 8, 30, 0))

    and it ivr will play the time using system prompts.   This example will play "eight thirty A M", there is an overload where you can specify different formats.


    https://help.mypurecloud.com/articles/find-user-prompt-action/

    https://help.mypurecloud.com/articles/find-system-prompt-action/



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    Melissa Bailey
    Genesys - Employees
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