Can calls route to Agents even after hours announcement? 1

[caislain11]

Hi Guys,
I have been requested to provide the following:

Opening hours are from 9am to 6pm.
Any customers calling back into the office after hours get routed to certain Agents still logged in after 6pm.

I was thinking of adding another skill for these users. There is no specific day as to when they can be logged in after 6pm. It could be Monday evening or Thursday evening.

Any ideas on this wouyld be great...Thanks,

Cais

 

[huffer]

add a "staffed-agents" check before your time-of-day check and let it skip the TOD when there are still agents staffed by using goto step x, where x could be the queue-to step or any step you want to address.

 

[caislain11]

Hi Huffer,
Thanks for your reply... Does the following look OK with you?

01
02 check split 1 pri h if staffed-agents > 0
03 goto step 23 if time-of-day is all 18:00 to all 09:00
04 goto step 23 if time-of-day is fri 18:00 to mon 09:00
05
06
07 collect 1 digits after announcement 758
08 goto step 15 if digits = 1
09 goto step 16 if digits = 2
10 goto step 17 if digits = 3
11
12
13
14
15 route-to number 100 with cov n if unconditionally
16 route-to number 101 with cov n if unconditionally
17 route-to number 102 with cov n if unconditionally
18
19
20
21
22
23 collect 1 digits after announcement 759
24
25
26 stop
27

Thanks,
Cais

 

[huffer]

It's not the way I usually program vectors, with all the free spaces... but besides this some pointers:

The check step is not correct. You should use "goto step x if staffed-agents in split 1 >0". Using the check will place the call in queue, if for whatever reason all staffed agents are unavailable the vector continues to the next step and that is the TOD. Using the goto step makes you able to skip this TOD steps and go to a queue step.

There is a tricky part because you are not queueing within this vector but you are presenting a menu. I can't see what is behind the numbers 100, 101 and 102. You did not program a failsafe when the caller does not make a choice or makes a wrong choice. There is a risk that when the caller reaches the check step the last agent in the office is still staffed, but when this agent logs off while the caller hears the menu... you get the point

Why collect a digit after the announcement 759? Shouldn't that be a disconnect after announcement 759?

Hope these hints are helpful.