Aarif | 2024-04-16 09:57:33 UTC | #1
I have configured three schedule groups for one inbound IVR number in the below format. Open: 09:00 to 10:00 a.m. 16-04-2024 Close: 09:00 to 09:30 AM 16-04-2024 Holiday: 09:00 to 11:59 AM, 16-04-2024. Assume the current date time is 09:30 AM 16-04-2024. Then which one can work for a single inbound number?
Jerome.Saint-Marc | 2024-04-16 10:05:17 UTC | #2
Hello,
Assuming you are referring to operating schedule group, you can find the answer on the corresponding Resource Center page. Create an operating schedule group -> Note : Genesys Cloud evaluates operating schedules in the following order: Holiday, Closed, Open
Regards,
Aarif | 2024-04-17 06:47:47 UTC | #3
Hi there,
I have one more doubt regarding call routing. I have configured two different call flows and different schedules. Is it possible to configure these two call flows for one DID number?
Jerome.Saint-Marc | 2024-04-17 08:51:56 UTC | #4
Hello,
I'm not sure I understand what you mean. If you mean that you have one DID number, and that you want to trigger a different call flow, based on the outcome of the Schedule Group (a flow for for "Open", a second/different flow for "Closed"), yes. See Add a call route on Resource Center.
Regards,
Aarif | 2024-04-17 09:58:28 UTC | #5
In call routing, I have created two routings called Test1 and Test2. for example, Test 1: Open call flow name is My first call flow, the Assigned inbound IVR number (DID), is 123. Test2: Open call flow name is My second call flow, the Assigned inbound IVR number (DID), is 123.
My question is: is it possible to configure multiple routings to Assign same DID (123)? If so, when I dial 123, which routing can be triggered?
Jerome.Saint-Marc | 2024-04-17 12:51:03 UTC | #6
Hello,
No. It is not possible. For the reason you are describing - if a call comes in, what flow to trigger?
If you are trying to have a single number and connect to one of different flows based on your own criteria, you should have a look at doing via segmentation in your flow (you can also invoke another architect flow from the current flow).
I would suggest that you have a look at documentation around Architect and flows. You can find some information about Architect on the Resource Center. Or explore the available Beyond trainings.
Regards,
system | 2024-05-18 12:51:43 UTC | #7
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