Hello Robert,
We do have it over lapping the open schedule. As that one is set to 7 am to 5 PM, and the Special event Schedule was set to 3 PM to 5 PM.
The time zone is configured correctly as they are apart of a scheduled group.
We have the call flows that look at the schedule groups to determine the which schedule to play.
I did not receive notification of this happen till it was to late to run a Evaluation history. I won't be able to till the next time they adjust the schedule.
Can you please clarify on what you mean on calculating the time to check against? Like verify the time of the call coming in to the agent?
Thank you,
________________________________________
Burton Schilling
Customer Solutions Technologist, BT
11 E Park I Butte, MT 59701
Office: (406) 497-3894 I Mobile: (406)498-7725
Email: burton.schilling@northwestern.com
This message is for the named person's use only. It may contain confidential, proprietary or legally privileged information. No confidentiality or privilege is waived or lost by any mistransmission. If you receive this message in error, please immediately delete it and all copies of it from your system, destroy any hard copies of it and notify the sender. You must not, directly or indirectly, use, disclose, distribute, print, or copy any part of this message if you are not the intended recipient. NorthWestern Corporation and its subsidiaries each reserve the right to monitor all e-mail communications through its network.
Original Message:
Sent: 12/3/2024 10:22:00 PM
From: Robert Wakefield-Carl
Subject: RE: Operating Schedule becoming active 30 minutes before the schedule time.
Hard to say without more information. Do you have overlapping schedules? Are you using the correct time zone? Are you calculating the time to check against? How is your flow setup to evaluate the schedule or are you using Call Routing? Did you run Evaluation History on one of the calls?
------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------
Original Message:
Sent: 12-03-2024 14:18
From: Burton Schilling
Subject: Operating Schedule becoming active 30 minutes before the schedule time.
Hello everyone,
I am reaching out cause one of our groups mentioned that when they adjust the schedule date and start time for a special event. They noticed that calls would get forwarded to the on call person 30 minutes before hand the scheduled time indicated on the schedule. I made sure that the time frame was setup correctly, and I was seeing if anyone else has noticed it within their environment as well. Or if that is by design and that we just need make those adjustments accordingly.
Any information/guidance will be surely appreciated.
Thank you,
#API/Integrations
#Implementation
#PlatformAdministration
#Routing(ACD/IVR)
#SIP/VoIP
#System Administration
#Telephony
#Unsure/Other
------------------------------
Burton Schilling
Customer Solutions Technologist
------------------------------