Step 6: Checking for non business hours

Last Updated : Sep 08, 2012 |

If a caller contacts the call center during non business hours, you can play an announcement requesting the caller to call during working hours. The following example illustrates how to address the situation. The vector is used for a company that is open 7 days a week, from 8:00 a.m. to 5:00 p.m.

Checking for non business hours

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                           CALL VECTOR
 Number: 27            Name: base                Multimedia? n    Lock? n
Multimedia? n      Attendant Vectoring? n    Meet-me Conf? n           Lock? y
     Basic? y   EAS? n   G3V4 Enhanced? n   ANI/II-Digits? n   ASAI Routing? n
 Prompting? n   LAI? n  G3V4 Adv Route? n   CINFO? n   BSR? y      Holidays? y

 01 goto step 12 if time of day is all 17:00 to all 8:00
 02 goto step 11 if calls queued in split 5 pri l > 10
 03 queue-to split 5 pri l
 04 wait-time 10 seconds hearing ringback
 05 announcement 2771
 06 wait-time 10 seconds hearing music
 07 check split 7 pri m if calls-queued < 5
 08 wait-time 60 seconds hearing music
 09 announcement 2881
 10 goto step 6 if unconditionally
 11 busy
 12 disconnect after announcement 3222

The goto step command in step 1 checks if the call arrives during non business hours. If the call arrives between 5:00 p.m. and 8:00 a.m. on any day of the week, the command passes control to step 12.

The disconnect command in step 12 includes an announcement that requests the caller to call back during working hours. The command then disconnects the call.

If the call does not arrive during the non business hours, control is passed to step 2 and vector processing continues. On step 2, split 5 is checked for calls waiting at all priority levels.

Note:

As an alternative to disconnecting callers who place a call during non business hours, you can allow callers to leave a message by including the messaging split command within the vector.