Genesys Cloud - Main

Our Holiday routings would be the same as our closed routings except for the initial announcement.

Our initial announcement is something like "Thanks for calling we are currently closed our business hours are 8 to 5 Monday thru Friday blah blah blah" then we offer self-service items.

For Holidays, we would like our announcement to be like "Thanks for calling we are currently closed in observation of the New Years holiday. Normal business hours will resume blah blah blah" then we offer self-service items.

I suppose we could make a copy of the closed routings and change the announcement. But since we have 7 different closed routings (for our various brands) and that does not seem to be the best approach due to making changes to the flows. Seems like this would be a maintenance nightmare.

Could we put a Logical Decision or Switch on the initial announcement that would be able to determine if it is a holiday and play the holiday announcement vs the closed announcement?

Other suggestions?

Thanks!

Our Holiday routings would be the same as our closed routings except for the initial announcement.

Our initial announcement is something like "Thanks for calling we are currently closed our business hours are 8 to 5 Monday thru Friday blah blah blah" then we offer self-service items.

For Holidays, we would like our announcement to be like "Thanks for calling we are currently closed in observation of the New Years holiday. Normal business hours will resume blah blah blah" then we offer self-service items.

I suppose we could make a copy of the closed routings and change the announcement. But since we have 7 different closed routings (for our various brands) and that does not seem to be the best approach due to making changes to the flows. Seems like this would be a maintenance nightmare.

Could we put a Logical Decision or Switch on the initial announcement that would be able to determine if it is a holiday and play the holiday announcement vs the closed announcement?

Other suggestions?

Thanks!