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Hi All,

our use case is: before transferring a call to another queue from script (for this we use blind transfer to special flow, not "normal" transfer button of the UI) the system needs to check if the target queue is still open or not. If not script needs to provide a warning message to the Agent: the target queue is closed!

For this an API endpoint would be great which returns if a given schedule group is open/closed/holiday etc. Checked API explorer, unfortunately couldn't find somethiing like this (only endpoints where I can read the current config of schedule groups or operating schedules).

Do you know any API providing the above functionality?

Many thanks in advance!

Hi Roland,

We have the same use case and also ended up implementing our own evaluation logic and service. It can get quite complex to test and maintain, especially when dealing with time zones, overlapping schedules, and caching. It mostly works fine but now and then there are edge cases, and testing this end to end takes time that we rather spend elsewhere, since it adds little value over what Genesys can already do in built in Architect actions, as you say. 

The only reference I know of for building this yourself is here:
https://developer.genesys.cloud/routing/architect/architect-schedules-guide

It works, but it requires multiple API calls to fetch schedules and groups, plus custom logic to evaluate them – not ideal when you just need a quick "is this queue open?" check.

Having a dedicated API for this would definitely simplify things.

There is an product request on the ideas portal which is gathering votes but need more I suppose: 
https://genesyscloud.ideas.aha.io/ideas/OPAPISDK-I-140 Create new API to evaluate a schedule group and return open/closed/holiday in response

Hi All,

our use case is: before transferring a call to another queue from script (for this we use blind transfer to special flow, not "normal" transfer button of the UI) the system needs to check if the target queue is still open or not. If not script needs to provide a warning message to the Agent: the target queue is closed!

For this an API endpoint would be great which returns if a given schedule group is open/closed/holiday etc. Checked API explorer, unfortunately couldn't find somethiing like this (only endpoints where I can read the current config of schedule groups or operating schedules).

Do you know any API providing the above functionality?

Many thanks in advance!

It's a bit kludgy...but have you tried setting up a transfer to a Secure Call flow, have the flow do a quick schedule check, set an attribute for the return value, then return it to the agent so the agent can see the result in a field populated by the attribute and decide whether or not to make the final transfer? It should be a real quick call and return...downside is the customer has to go on hold briefly to do the check.

Hi Roland,

We have the same use case and also ended up implementing our own evaluation logic and service. It can get quite complex to test and maintain, especially when dealing with time zones, overlapping schedules, and caching. It mostly works fine but now and then there are edge cases, and testing this end to end takes time that we rather spend elsewhere, since it adds little value over what Genesys can already do in built in Architect actions, as you say. 

The only reference I know of for building this yourself is here:
https://developer.genesys.cloud/routing/architect/architect-schedules-guide

It works, but it requires multiple API calls to fetch schedules and groups, plus custom logic to evaluate them – not ideal when you just need a quick "is this queue open?" check.

Having a dedicated API for this would definitely simplify things.

There is an product request on the ideas portal which is gathering votes but need more I suppose: 
https://genesyscloud.ideas.aha.io/ideas/OPAPISDK-I-140 Create new API to evaluate a schedule group and return open/closed/holiday in response

Hi All,

our use case is: before transferring a call to another queue from script (for this we use blind transfer to special flow, not "normal" transfer button of the UI) the system needs to check if the target queue is still open or not. If not script needs to provide a warning message to the Agent: the target queue is closed!

For this an API endpoint would be great which returns if a given schedule group is open/closed/holiday etc. Checked API explorer, unfortunately couldn't find somethiing like this (only endpoints where I can read the current config of schedule groups or operating schedules).

Do you know any API providing the above functionality?

Many thanks in advance!

Thanks George.
There is no Agent involved in the call.  These calls are arriving after hours when no-one is logged on.

It's a bit kludgy...but have you tried setting up a transfer to a Secure Call flow, have the flow do a quick schedule check, set an attribute for the return value, then return it to the agent so the agent can see the result in a field populated by the attribute and decide whether or not to make the final transfer? It should be a real quick call and return...downside is the customer has to go on hold briefly to do the check.

Hi Roland,

We have the same use case and also ended up implementing our own evaluation logic and service. It can get quite complex to test and maintain, especially when dealing with time zones, overlapping schedules, and caching. It mostly works fine but now and then there are edge cases, and testing this end to end takes time that we rather spend elsewhere, since it adds little value over what Genesys can already do in built in Architect actions, as you say. 

The only reference I know of for building this yourself is here:
https://developer.genesys.cloud/routing/architect/architect-schedules-guide

It works, but it requires multiple API calls to fetch schedules and groups, plus custom logic to evaluate them – not ideal when you just need a quick "is this queue open?" check.

Having a dedicated API for this would definitely simplify things.

There is an product request on the ideas portal which is gathering votes but need more I suppose: 
https://genesyscloud.ideas.aha.io/ideas/OPAPISDK-I-140 Create new API to evaluate a schedule group and return open/closed/holiday in response

Hi All,

our use case is: before transferring a call to another queue from script (for this we use blind transfer to special flow, not "normal" transfer button of the UI) the system needs to check if the target queue is still open or not. If not script needs to provide a warning message to the Agent: the target queue is closed!

For this an API endpoint would be great which returns if a given schedule group is open/closed/holiday etc. Checked API explorer, unfortunately couldn't find somethiing like this (only endpoints where I can read the current config of schedule groups or operating schedules).

Do you know any API providing the above functionality?

Many thanks in advance!

Hi All,

our use case is: before transferring a call to another queue from script (for this we use blind transfer to special flow, not "normal" transfer button of the UI) the system needs to check if the target queue is still open or not. If not script needs to provide a warning message to the Agent: the target queue is closed!

For this an API endpoint would be great which returns if a given schedule group is open/closed/holiday etc. Checked API explorer, unfortunately couldn't find somethiing like this (only endpoints where I can read the current config of schedule groups or operating schedules).

Do you know any API providing the above functionality?

Many thanks in advance!

Hi Roland -

How complicated is your schedule group? Most of the time they end up having one open schedule so if you have that ID you can hit that one schedule definition directly but it will be on you to evaluate it (the architect tools don't necessarily do things that map to API calls but there are plenty of undocumented ones so who knows). 

This may be a thing where just coding the script to do that (if you want it to be fixed to the schedule/schedule group) but if it's not something that changes often it may just be easier to code the script with the schedule and update it any time there's a request to update the schedule groups. 

If you want to do the former you'll need to understand (play around with a non-used schedule) the possible variants and make sure you understand how to parse them and take into consideration TZ and overnight hours, etc. 

It may be easiest to make a lightweight web function (AWS Lambda or GCP Cloud Run, etc.) to do the heavy lifting for you and then your script could just call that function with the queue name and let the service do the rest. 

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Jason Totten
Senior Contact Center Engineer

Original Message:
Sent: 06-03-2025 11:06
From: Roland Papp
Subject: Evaluate a schedule group from script

Hi All,

our use case is: before transferring a call to another queue from script (for this we use blind transfer to special flow, not "normal" transfer button of the UI) the system needs to check if the target queue is still open or not. If not script needs to provide a warning message to the Agent: the target queue is closed!

For this an API endpoint would be great which returns if a given schedule group is open/closed/holiday etc. Checked API explorer, unfortunately couldn't find somethiing like this (only endpoints where I can read the current config of schedule groups or operating schedules).

Do you know any API providing the above functionality?

Many thanks in advance!

#PlatformAPI

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Roland Papp
Geomant-Algotech Zrt.
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