Genesys Cloud - Main

Hello,

We have a couple of different support groups that are menu options off one call flow. The newest group actually starts at 8AM on Saturdays but the Help Desk and other groups that are options on our tree do not start until 10:30AM on Saturdays. Is there a way within one call flow to disable certain button options based on time of day? Thanks.
#ArchitectureandDesign
#PlatformAdministration
#Routing(ACD/IVR)

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Paul Zagarella
Temple University
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A couple of options.  First you need to decide if you are going to use ASR because you can only do that in a menu.  

If you are. You will have to create two menus for each of the options.  You need to create a starting task that will evaluate the schedule and route to the menu with the options for that schedule.  

If you are not using ASR, you create a caller input that has an audio prompt based on the result of the evaluate schedule with a bunch of test statements.  

If it were me, I would go with the multiple menus.

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
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We are not using ASR yet, We are relatively new customers and still getting accustomed to using the software. Right now, customers must select menu options by number or they wait until they are transferred to the default option. We will have to probably go the evaluate schedule option. Thanks!

------------------------------
Paul Zagarella
Temple University
------------------------------

Original Message:
Sent: 04-23-2020 01:36
From: Robert Wakefield-Carl
Subject: Enable disable menu options in call flow

A couple of options.  First you need to decide if you are going to use ASR because you can only do that in a menu.

If you are. You will have to create two menus for each of the options.  You need to create a starting task that will evaluate the schedule and route to the menu with the options for that schedule.

If you are not using ASR, you create a caller input that has an audio prompt based on the result of the evaluate schedule with a bunch of test statements.

If it were me, I would go with the multiple menus.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Build two menus one with name 8AM Menu other one 10:30 AM menu in your start task use evaluate schedule and use jump to menu option to play menu.

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Ali
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Original Message:
Sent: 04-23-2020 01:46
From: Paul Zagarella
Subject: Enable disable menu options in call flow

We are not using ASR yet, We are relatively new customers and still getting accustomed to using the software. Right now, customers must select menu options by number or they wait until they are transferred to the default option. We will have to probably go the evaluate schedule option. Thanks!

------------------------------
Paul Zagarella
Temple University
------------------------------


Original Message:
Sent: 04-23-2020 01:36
From: Robert Wakefield-Carl
Subject: Enable disable menu options in call flow

A couple of options.  First you need to decide if you are going to use ASR because you can only do that in a menu.

If you are. You will have to create two menus for each of the options.  You need to create a starting task that will evaluate the schedule and route to the menu with the options for that schedule.

If you are not using ASR, you create a caller input that has an audio prompt based on the result of the evaluate schedule with a bunch of test statements.

If it were me, I would go with the multiple menus.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Hey all,

What we needed was just a simple work around for 2.5 hours on one day. Ryan from Genesys gave me a hand and we just edited the Closed call to make that do what we needed. Thanks again for the input and ideas; I will see about using them in the future. I hope to keep learning so I can do some really cool stuff with more complex call flows! 

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Paul Zagarella
Temple University
------------------------------

Original Message:
Sent: 04-24-2020 08:57
From: Aamir Ali
Subject: Enable disable menu options in call flow

Build two menus one with name 8AM Menu other one 10:30 AM menu in your start task use evaluate schedule and use jump to menu option to play menu.

------------------------------
Ali
------------------------------


Original Message:
Sent: 04-23-2020 01:46
From: Paul Zagarella
Subject: Enable disable menu options in call flow

We are not using ASR yet, We are relatively new customers and still getting accustomed to using the software. Right now, customers must select menu options by number or they wait until they are transferred to the default option. We will have to probably go the evaluate schedule option. Thanks!

------------------------------
Paul Zagarella
Temple University


Original Message:
Sent: 04-23-2020 01:36
From: Robert Wakefield-Carl
Subject: Enable disable menu options in call flow

A couple of options.  First you need to decide if you are going to use ASR because you can only do that in a menu.

If you are. You will have to create two menus for each of the options.  You need to create a starting task that will evaluate the schedule and route to the menu with the options for that schedule.

If you are not using ASR, you create a caller input that has an audio prompt based on the result of the evaluate schedule with a bunch of test statements.

If it were me, I would go with the multiple menus.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com