Hi,

our customer would like to put a routing schedule (and closure prompt if closed) on an inqueue call flow. But as soon as the queue is (consult) called, typically for warm transfer scenarios, the call is routed to an agent on queue. Is there a way to "keep" the call on the queue, check the routing schedule and only if open route to the onqueue agent? We tried adding a dummy skill at start of the inqueue call flow, but even then call rings at the agent.

If we configure the flow so that when closed, it plays a voice prompt and then routes to external destination, it will ring at the agent for the duration of the prompt, then take the call away from the agent and send it to the external destination. 

Anybody an idea how to accomplish this?

The alternative would be to define external contacts (actually internal numbers) having the names of the transfer queues, execute an Inbound Call flow to check the schedule and only when "open" transfer the call to the transfer queue. 

Thanks for any help!

Hello Karel, 

Have you looked at our operating schedule documentation? 

"Architect uses operating schedules to determine how to manage inbound and outbound interaction routing. For example, an operating schedule can determine which flow to execute during open or closed hours."

This sounds like it would meet what you are trying to do. 

Hope this helps!

Cheers, 

Hi,

our customer would like to put a routing schedule (and closure prompt if closed) on an inqueue call flow. But as soon as the queue is (consult) called, typically for warm transfer scenarios, the call is routed to an agent on queue. Is there a way to "keep" the call on the queue, check the routing schedule and only if open route to the onqueue agent? We tried adding a dummy skill at start of the inqueue call flow, but even then call rings at the agent.

If we configure the flow so that when closed, it plays a voice prompt and then routes to external destination, it will ring at the agent for the duration of the prompt, then take the call away from the agent and send it to the external destination. 

Anybody an idea how to accomplish this?

The alternative would be to define external contacts (actually internal numbers) having the names of the transfer queues, execute an Inbound Call flow to check the schedule and only when "open" transfer the call to the transfer queue. 

Thanks for any help!