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  • 1.  Overlapping schedules?

    Posted 04-30-2020 04:49
    No replies, thread closed.
    Hi all

    What will happen if you have an open schedule of say 9am-5pm and a closed schedule of 430pm-midnight?  How will architect etc determine if you're closed if a call comes in at 445pm?  I would have expected it to throw some type of conflict error if you created schedules and a group with that type of overlap.
    #Routing(ACD/IVR)

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    Vaun McCarthy
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  • 2.  RE: Overlapping schedules?

    Posted 04-30-2020 08:37
    No replies, thread closed.
    No conflict.  Schedules are evaluated in a specific order until it finds a match.   At 4:45pm it would decide you're closed.

    https://help.mypurecloud.com/articles/schedule-groups/


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    Melissa Bailey
    Genesys - Employees
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    Original Message


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