Routing Based On Time Of Day

Last Updated : Sep 27, 2016 |

About this task

Write a vector for calls that come in after your office closes.

Assume that your business is open 7 days a week, from 8:00 a.m. to 5:00 p.m. When calls come in after business hours, you want to play your announcement 4002, which states that the office is closed and asks callers to call back during normal hours. Write the vector so the call disconnects after the announcement is played.

For after hours treatment, write this vector (steps 1, 6, and 7):

Procedure

  1. Type goto step 7 if time-of-day is all 17:00 to all 8:00.
  2. Type queue-to main split 47 pri 1.
  3. Type announcement 4001 (All agents are busy, please wait...).
  4. Type wait-time 60 secs hearing music.
  5. Type goto step 2 if unconditionally.
  6. Type stop.
  7. Type disconnect after announcement 4002 ("We’re sorry, our office is closed...").

    If the goto command in step 5 fails, Communication Manager goes to the next step. The stop in step 6 prevents callers from incorrectly hearing the office is closed announcement in step 7. Stop keeps the call in the state it was in before the command failed. In this case, if step 5 fails, the call remains in step 4 and the caller continues to hear music.

    Caution:

    Add a stop vector step only after calls are routed to a queue. If a stop vector is executed for a call not in queue, the call drops.