Hi Tonie,
To address your question about setting up temporary closure, here's a step-by-step guide on how to create and manage schedules for your contact center. This will walk you through how to set up both temporary and recurring schedules. You have two options for handling these closures: one through schedule groups and the other through the Architect flow.
Creating an Operating Schedule
To create a schedule, navigate to Admin > Operating Schedules > Schedules. From there, you can add either a one-time (temporary) or repeating schedule for a specific time. For detailed instructions, refer to these guides:
Once your schedule is created, you have two options for routing calls based on the schedule:
Option 1: Add to a Schedule Group
Under Admin > Operating Schedules > Schedule Groups, select the group you wish to edit. Then, navigate to the Schedules section where you can add the created schedule under "Closed Schedules" (see detailed instructions here). When the schedule is active, this will trigger the "closed hours" message to play.
Option 2: Add to the Architect Flow
To configure a schedule in the Architect flow, open the flow editor and select the point where you want to add the closure check. This is typically done in the starting task but can be placed anywhere before the transfer action. After selecting the desired location, a pop-up menu will appear with a list of actions. Hover over the "Logical" (diamond symbol) option to reveal additional actions and select "Evaluate Schedule". For more details on this action, refer to Inbound Call Flows.
Next, configure the Evaluate Schedule action by selecting the closure schedule you created, and specifying the appropriate time zone (follow the steps here).
This will result in two outputs:
- Active: Here, you can add any necessary audio prompts and a disconnect action to prevent the call from continuing down the flow.
- Inactive: You can leave this blank, allowing the call to proceed as usual.
Good luck!
Kind regards,
Cameron Ha
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Cameron Ha
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Original Message:
Sent: 01-29-2025 14:42
From: Tonie Gonzales
Subject: Set break sched
Hi,
New here, anybody knows how to set-up break scheds that will automatically stop the calls from coming in at a specific time frame?
Thanks!
#ArchitectureandDesign