In this example, a call center company has locations in London, New York, and Denver. The server is located in London and the gateways are located in London, New York, and Denver. All of the locations share the same opening and closing times. Opening time is 9:00 a.m. and closing time is 5:00 p.m. Calls routed to each of the locations are given a separate VDN, each dedicated to routing calls to that location. The company wants to program one vector to handle each of the locations, including the opening and closing time checks. The company can do this by using the VDN Time Zone Offset feature along with skill preferences. The company uses EAS and the system Communication Manager clock is set to GMT.
Assuming Daylight Saving Time is not active, the tod conditional check done in step 2 for calls to VDN1 is based on the server local time in London England, that is, the Greenwich Mean Time (GMT). For calls to VDN2, the time used is the server local time GMT-5 hours or Eastern Standard Time. For calls to VDN3 the time used is GMT-7 hours or Mountain Standard Time.
The VDN assignments are described in the following table.
VDN |
Location |
Extension number |
Time zone offset |
Skill preference |
VDN1 |
London |
10001 |
+00:00 |
Ist = 51 |
VDN2 |
New York |
10002 |
-5:00 |
Ist = 60 |
VDN3 |
Denver |
10003 |
-7:00 |
Ist = 75 |
Each of the following VDNs are assigned to vector 201:
wait-time 0 secs hearing ringback
goto step 7 if time-of-day is all 17:00 to all 09:00
queue-to skill 1st pri 1
announcement 30002 [All our agents are busy. Please wait.
]
wait-time 60 secs hearing music
goto step 4 unconditionally
disconnect after announcement 30003 [Our hours are between 9 a.m. and 5 p.m. Please call back.
]
