Billing Group Vector Routing

[demanding]

Using CM6.0.2
Our billing group number is currently set up to route callers to a vector where the call is sent to a specific extension (which has a cover path going to a covg answ group) based on time of day. There are 3 groups. One answers calls between 8:30 and 1, one answers between 1:00 and 5:30 and the 3rd one answers between 5:30 and 8 PM. Now they are asking to change this to:
Jane Doe answers on Monday
John Doe answers on Tuesday
Kid Doe answers on Wednesday
Another Kid Doe answers on Thursday
Another Kid Doe answers on Friday
Jane's sister answers on Monday
John's brother answers on Tuesday
Get the idea? There are 16 different people. So Jane Doe would not take calls again until the 3rd week and she would start on a Tuesday. I'm scratching my head...and I did not want to assume there was no way to do this because all of you smart peeps out there would probably have a way...

 

[kyle555]

time of day coverage charts

Send the call to a dummy extension with a coverage path that uses time of day coverage chart 1, and you can schedule coverage.

 

[demanding]

I guess what I'm not seeing is how I can use that if Jane Doe starts the sequence on a Monday (let's say May 11) and she is not scheduled to take any more calls until 3 weeks away (plus a day), and start again on a Tuesday (June 2).

 

[Tolson]

get a cell phone and have them pass it around.

 

[kyle555]

Yeah, TOD cov charts are based on 7 day.
If you have basic vectoring and 10 holiday tables, or serious vectoring with 100 tables, those are things you can do by date AND time.

So, you'd have a vector that has 1 step per person, and "route to number if date in holiday table 1" for the first person, and continue on down. Basically, you'd be responsible for making sure every hour of the day is in a holiday table and only one holiday table, every person has their own table, and if a call hits, route to whichever holiday table is currently active

Voicemails typically have more features to do the type of routing you'd want.

But so long as you have a basic PBX and <10 people, or call center features and have >10 people, some cleverly crafted vectors and holiday tables might just do the trick.

 

[demanding]

Thank you Kyle555 (and Tolson for the cell idea...).

So - it suddently just got better - turns out they will share the responsibility (so all the people that had Monday assigned are actually all going to take calls the same day and the same for those on Tuesday, Wed., etc.) - if you could see the chart that was sent to me, you would see how it was confusing. I believe that would still be the time of day coverage table?

 

[kyle555]

Time of day coverage is Sunday to Saturday - the date is not relevant. Holiday tables are date/time aware.

Inside business hours can be from 9-5, outside hours from 5PM-9AM and your holiday table for Christmas can be on Dec 25 from 9AM-5PM say "we're closed for Xmas!" and before 9 or after 5 on Dec 25 just play your normal outside hours closed message.

 

[demanding]

Thank you again for your suggestions. Will keep these in mind for future requests. I ended up using what was already in place and just adjusted the hours since they cleared up the confusion. There is a VDN/vector with time of day routing to coverage answer groups and voicemail. Works great.