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  • 1.  Let Architect respond on active Exclusions

    Posted 09-12-2017 08:18
    No replies, thread closed.

    It would be a nice feature if we can let Architect response on active Exclusions.

    Example; we have three different routing rules for each inbound number, 1 rule is 'Open' the other to 'closed' based on time of the day. Now I use decision in Architect to get the time. But I also have these times set under Exclusions.. so double work, double maintenance . If something changes in then I have to change all the flows in Architect. And we have summer/winter time... If I know which Exclusion is active I can add a switch to response to the exclusion. A change in time is easier and can be done by non-architect users.

     



  • 2.  RE: Let Architect respond on active Exclusions

    Posted 09-13-2017 13:28
    No replies, thread closed.

    https://help.mypurecloud.com/articles/evaluate-schedule-group-action/

     

    Is this option also there for Inbound Flow / On the roadmap?



  • 3.  RE: Let Architect respond on active Exclusions

    Posted 09-19-2017 09:36
    No replies, thread closed.

    Possible solution is the option to set a flow within an Exclusions.

    "Closed Flow" or user defined flow.

     

    Example

    "Service Center" Open 08:00-22:00

    Exclusion "Frontdesk" 08:00-09:00 -> Flow FrontDesk

    Exclusion "Evening Shift" 18:00-22:00 -> Flow Evening Shift.

     



  • 4.  RE: Let Architect respond on active Exclusions

    Posted 09-22-2017 02:01
    No replies, thread closed.

    Yep, the schedule group action and other related schedule actions are definitely on the roadmap for call flows. We decided to go ahead and release the email functionality first so that customers can take advantage of that for the time being, while we work on adding the same functionality to call flows.

     

    While there are many similarities between call flows and email flows, from an architectural standpoint they use different runtime engines and are implemented a bit differently to a point, hence why the different timelines.

     

    The general guideline is that we want the same functionality across all flow types, where applicable. It may be that some are delivered sooner than others, however.

     

    As far as schedule exclusions go, we are currently working on adding holiday and emergency scheduling into PureCloud and hoping to release that in Q4, which may help with some of the work you are doing.



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