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  • 1.  Call Routing With DID number to two Schedules

    Posted 02-25-2019 15:38
    No replies, thread closed.
    We have a DID number configured on a call Routing which points to a schedule which runs from Monday to Friday. This schedule has an inbound call flow that gives callers the option to leave a voice mail to agent Pascal's mailbox in PureCloud, if agents are busy. So Pascal checks these voice messages and respond to the callers

    On Saturday, Agent Pascal is not on duty. So A different schedule has to be made with a different inbound Call flow option. Giving  callers the option to leave a voice mail on the mailbox of a Queue. As such, when the voice mail is left, any agent on Duty can check the voice mail.

    Given that the Saturday schedule also has to use the same DID number used for the schedule of Monday to Friday, the system rejects the creation of the Satuday Schedule. 

    With this error message "One or more of the addresses you have entered is being used by another resource".

    The only way out to use these two schedules, is to manually remove the number from the Monday to Friday Schedule and put it on the Saturday Schedule, thereafter put it back. Is there another solution than the manual process ?

    Regards
    Samuel

    #Routing(ACD/IVR)

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    Samuel Effange
    Nissan North America, Inc.
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  • 2.  RE: Call Routing With DID number to two Schedules

    Posted 02-26-2019 09:46
    Edited by George Ganahl 02-26-2019 09:46
    No replies, thread closed.
    For that, I would set up a Starting Task in the existing Inbound Call Flow which checks to see what day it is, then branches off to the correct options based on M-F or Sa-Su.

    You could have that Starting Task transfer to other tasks, or menus, or even other flows.

    The Schedule would need to be modified to include Saturday.

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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    Original Message


  • 3.  RE: Call Routing With DID number to two Schedules

    Posted 02-26-2019 12:15
    No replies, thread closed.
    Hi George,
    Thanks for looking into my request, may I know which toolbox option to use to determine or check to see what day of the week it is ?
    Regards
    Samuel

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    Samuel Effange
    Nissan North America, Inc.
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    Original Message


  • 4.  RE: Call Routing With DID number to two Schedules

    Posted 02-26-2019 13:09
    No replies, thread closed.
    Use the DayOfWeek expression in a decision action.
    DayOfWeek(Flow.StartDateTimeUtc) == 1 or DayOfWeek(Flow.StartDateTimeUtc) == 7​

    https://help.mypurecloud.com/articles/function-operator-help/
    https://help.mypurecloud.com/articles/decision-action/

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    Melissa Bailey
    Genesys - Employees
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    Original Message


  • 5.  RE: Call Routing With DID number to two Schedules

    Posted 02-27-2019 02:46
    No replies, thread closed.
    Hi Samuel,
    Als there are simple workaround to use potion holiday in the main routing options to schedule Saturday only with different IVR.

    Best Regards 
    Abdullah

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    Abdullah Elsheikh
    Advanced Technology Solutions Int
    ------------------------------

    Original Message


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