Genesys Cloud - Main

We've had success creating schedules, schedule groups and enabling Schedule Based Routing for a call route. This is great. If a call comes in after hours we can play an out of hours message and or send the call elsewhere.

 

With a basic IVR, press 1 for sales press 2 for tech support, can we use Architect to reference the Schedules that we created under routing? If the Sales department closed at 5pm but Tech Support is still open until 8pm, is there a way customers could still get through to the IVR? It sounds like for email there is an Evaluate schedule Action which I think could be handy, but any other suggestions on how to have different business hours for different departments?

Cheers!

We also have a similar challenge. in our case, sales is supposed to have 3 holidays in a week and should be playing closed message where as customer service has 5 holidays and should be playing the closed message and maintenance has difference sub-options having 1 menu option working 24/7 and rest close as per customer service schedule...

See if someone can suggest a solution.


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Cheers,
Sajid Abbas Malek
Al-Futtaim Technologies -
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Hi Paul,

Assume this as an example: On the same IVR Sales hours are 8:00 AM to 5:00 PM, and Support hours are 8:00 AM to 7:00 PM.

Create your schedule for the most restrictive (8:00 AM to 5:00 PM).

At 5:01 PM,, a caller selects the Support option, so it goes to the closed flow for support.

Start that flow off with a Decision.....write a Boolean statement that says If Mon through Fri and between the hours of 5:00 PM and 7:00 PM, then take this path....and that path will be to drop the call into the support queue.....if out of those hours, then the call takes the normal closed path.

See attachment.

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[Kevin] [Kirkpatrick] [Ministry Brands] [Unified Communications Administrator]
[kevin.kirkpatrick@ministrybrands.com]
[Lenoir City] [TN]
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