Hi Erin
We also do that sometimes. I assume we are talking about calls and not emails? Email has built-in action for evaluating a schedule in a flow, but alas, call flows don't.
Some techniques we have tried to cope with this is:
- Leverage Transfer to Number action (=set up a new IVR Routing with the schedule group you want to verify against, and set Open/Close paths for that route)
- Using the Data Table functionality and set up some fields in the table that we look up with Data Table Lookup action (=set up a table that you lookup by key like "BusinessHours" and then have fields like "OpenFromHours", "ClosedFromHours", etc, that you keep up to date).
- Whenever possible, try to avoid these situations :)
I would recommend approach 1. Approach 2 creates another dependency you need to update, instead of just consulting your Schedule Groups.
The downside with approach 1 is:
- Use another number just for this purpose.
- Transfers to external numbers are time-costly, there are a few seconds delay when you transfer to a number or to another flow.
- Introduces complexity.
If you like Genesys to build this functionality, there is a feature request that you can vote for:
Architect - IVR Schedule Decisions Action (in-flow schedule decision) PS. We have tried using the API with a data action to solve this as well, but there isn't any API to send in a Schedule Group ID or name, and get back a response like "Open/Closed/Holiday". The logic to extract if what a schedule group evaluates to like that is non-trivial, according to our findings.
PPS. If you don't need the power of an entire Schedule Group (so you can have multiple Open/Close/Holiday schedules), and you are fine with just checking against a single Schedule, you might be able to create a Schedule in PureCloud, set up a Data Action against
/api/v2/architect/schedules/{scheduleId}
use the Call Data action route, parsing the response in Architect. We haven't tried that approach, since ours needs required the full power of a Schedule Group.
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Joel Hellman
Hi3G
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Original Message:
Sent: 04-16-2019 10:44
From: Erin Neufeld
Subject: Schedule decisions in flow
Good Morning! We have a need to split a closed flow into two options based on the Schedule. Is there a way to have a logical statement that looks at a schedule & makes a decision?
Call comes in > (logic for schedule) > After hours location is closed > Flows to third party for support.
Call comes in > (logic for schedule) > After hours location is open > flow to their queue.
Thanks!
#ArchitectureandDesign
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Erin Neufeld
[BSA]
Kal Tire, LTD
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