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Will transfering to a phone number follow schedule based routing?

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  • 1.  Will transfering to a phone number follow schedule based routing?

    Posted 8 days ago
    Hi,

    I have a very complex flow that has a decision statement.  If the answer is yes it will transfer the call directly to a flow.  This is causing issues because when transferring to a flow, schedule based routing isn't possible.

    This is causing calls to get misdirected over the weekend when nobody is on the phones.

    If I modified this flow to transfer to a phone number that is associated with a route that has scheduled based routing enabled, will this fix the issue by allowing the calls to go to our closed hours flow.

    #Routing(ACD/IVR)

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    Thomas Ivy
    ZenPayroll, Inc., dba Gusto
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  • 2.  RE: Will transfering to a phone number follow schedule based routing?
    Best Answer

    Top 25 Contributor
    Posted 8 days ago
    Hi Thomas,

    Yes, but you can also use the Evaluate Schedule and Evaluate Schedule Group steps within a flow. You could modify the destination flow to check a schedule group and/or schedules and then handle closures, holidays, and emergencies differently. You could also add these at the top of In-Queue flows to prevent any transfers to these queues, from agents, business users, or flows, from getting stuck in queue after hours.


    Thanks,

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    Daniel McLeod
    Qsect LLC
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  • 3.  RE: Will transfering to a phone number follow schedule based routing?

    Posted 8 days ago

    Thank you Daniel;

    I have started setting this up by modifying the destination flow.  They customers choose the option to go to a certain sales department, then it evaluates the schedule group for that sales department.   

    I think this is going to work.  Thanks for your help!!



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    Thomas Ivy
    ZenPayroll, Inc., dba Gusto
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