So, yeah, whatever is easiest for the team to maintain -- it really could be a toss-up which approach is best.
You can have one flow in Architect and do what Mike is suggesting - make decisions what to do in the Flow based on a Schedule.
Or you can have 1-3 flows in Architect and use schedule-based routing. For example:
- Open flow - Press 1 for X, Press 2 for Y, Press 3 for Z
- Closed flow - Closed Announcement for X, Press 2 for Y, Press 3 for Z, Press 4 for Self-Service Options that are available
- Holiday flow - Closed Announcement for X, Press 2 for Y, Closed Announcement for Z, Press 4 for Self-Service Options that are available
Whatever is most convenient for you.
Using one flow like Mike suggests could save you some extra time if, for example, your external transfer number changes, because you'd only have to go into one flow and make that change. Whereas, with 3 flows you'll have to make that change 3 times.
I would use Mike's suggestion unless my flows for Open, Closed, and Holiday are super different (do different things) or are complex to start with so it's just easier to break it up into 2 or 3 different flows.
But whatever is easiest to manage later is always good.
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Dan Fontaine
Altivon - a ConvergeOne Company
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Original Message:
Sent: 12-30-2020 14:05
From: Mike Steinke
Subject: Can this be done?
or
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Mike Steinke
Inflow Communications
Original Message:
Sent: 12-30-2020 13:59
From: Dan Fragola
Subject: Can this be done?
Schedule Based
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Dan Fragola
Indy Health
Original Message:
Sent: 12-30-2020 13:42
From: Dan Fontaine
Subject: Can this be done?
There are a few ways you could do this based on how you are making the decision whether to tell the customer that you are open or closed.
Are you using Scheduled Based Routing? Admin -> Routing -> Call Routing -> [Your Call Route item]
Or, are you using the Evaluate Schedule Group action in Architect to see if the center is open or closed?
{edit} - what Mike said
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Dan Fontaine
Altivon - a ConvergeOne Company
Original Message:
Sent: 12-30-2020 12:40
From: Dan Fragola
Subject: Can this be done?
Hello everyone...
I currently have an IVR with options 1 through 4. Option 1 goes to one of our vendors that are open 24hrs. My site closes at 8pm at which time my "Off hours" is turned on. Is there a way to have IVR option 1 be available 24hrs and my other options still be able to be "closed" at 8pm?
Does that make sense??
Thanks in advance!
#Routing(ACD/IVR)
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Dan Fragola
Indy Health
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