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  • 1.  After Hours calls should go to after hours call flow, and we're showing calls coming into Active queue and waiting.

    Posted 07-23-2024 16:46
    No replies, thread closed.

    We have a queue named 'Active3', and I'm uncertain about where to find the 'After Hours' call flow for it. The design within the 'In-Queue' call flow appears complex. Our agents have noticed that calls coming in after business hours are not being directed to the 'After Hours' call flow. Instead, they are being routed to the 'Active' queue, which is typically managed during business hours. As a result, these calls are left waiting.

    How do I find the After Hours call flow and check what is going on. I checked the interactions, and I could not find the interactions after 5pm for this Active3 In-Queue call flow. 

    I hope this helps! If you have any other requests, feel free to ask. 😊

    <cib-overlay> </cib-overlay>

    #ArchitectureandDesign

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    John Francis
    Empeople Credit Union
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  • 2.  RE: After Hours calls should go to after hours call flow, and we're showing calls coming into Active queue and waiting.

    Posted 07-24-2024 09:19
    No replies, thread closed.

    Hello John, 

    I see that you have a case open with our customer care team already. I believe this will be the best route to take as they can help you track down the "After-Hours" call flow. As they are approaching this in the same way I would get an interaction id and track down where the call is going. 



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    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: After Hours calls should go to after hours call flow, and we're showing calls coming into Active queue and waiting.

    Posted 07-25-2024 20:50
    No replies, thread closed.

    Cameron,

    Thanks for the information.



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    John Francis
    Empeople Credit Union
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    Original Message


  • 4.  RE: After Hours calls should go to after hours call flow, and we're showing calls coming into Active queue and waiting.

    Posted 07-24-2024 10:37
    No replies, thread closed.

    Hi John,

    It's hard to answer this without seeing the call flow for myself. I am happy to take a look with you, feel free to email me at caleb.smith@igs.com. Nothing we couldn't figure out together!



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    Caleb Smith
    Interstate Gas Supply, Inc.
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  • 5.  RE: After Hours calls should go to after hours call flow, and we're showing calls coming into Active queue and waiting.
    Best Answer

    Posted 07-24-2024 12:21
    No replies, thread closed.

    Hi John,

    If you know the inbound DDI/DNIS that routes to the 'Active3' queue then you should be able to see what Call Route this number uses. You can find this under Routing - Call Routing from the admin menu. If the Call Route's open hours are defined by a schedule group then you should be able to see what call flow is being used for Closed Hours. Here's an example of one on our org:

    Regards,

    James



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    James Foster
    Connect Managed Services (UK) Limited
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  • 6.  RE: After Hours calls should go to after hours call flow, and we're showing calls coming into Active queue and waiting.

    Posted 07-26-2024 16:36
    No replies, thread closed.

    To add to James's explanation, it is also possible that all calls (24x7x365) are sent to a single Flow and within that Flow, the check is made to determine if it's After Hours or not. This could be by using one or more Schedules and / or Schedule Groups or using some other methodology entirely (I have see some places use an API call to another, external system, for example!)

    As Caleb said, it would be almost impossible for anyone here to offer you advice without diving into the Flow to figure out how it is configured.

    My suggestion is that you contact whoever implemented the system and have them give you an overview of what it is doing (and why.)

    HTH



    ------------------------------
    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
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    Original Message


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