Easy way to program Time of Day in vectors 3

[Bogie303]

i know I'll kick myself in the butt when I see some of your replies... can anyone tell me the "modern" way to program TOD in a vector? Let me explain... My call center has 3 departments... Sales, Service and Billing. Say they all operate at different times of day and day of week. Lets say I have a good reason to have 20 vectors for Sales. Now let’s say that Sales changed their operational hours. Instead of going in to 20 vectors and editing the times can I manage a tod schedule (something like a holiday table)out side of the vector in one place and refer to a tod table managed somewhere else. My goal is to be able to go to a single table to make a change opposed to changing 20 vectors. It would also be nice to put hours into a table in AM-PM opposed to military time and say we are open from 8am - 5pm and let the vectoring send the call to the closed message based on the implied closed time. Am as asking for too much here?

 

[mattKnight]

3 goto step 8 if service-hours not-in table 6

SERVICE HOURS TABLE:

Number: 16
Description: <name>
Use time adjustments from location:

MON TUE WED THU FRI
Start End Start End Start End Start End Start End
08:45 17:30 08:45 17:30 08:45 17:30 08:45 17:30 08:45 17:30
: : : : : : : : : :
: : : : : : : : : :
: : : : : : : : : :
: : : : : : : : : :

SAT SUN
Start End Start End
: : : :
: : : :
: : : :
: : : :
: : : :

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[Bogie303]

Matt, thanks for taking the time to reply. I knew I saw this somewhere, but I was going down the path of Vector Variables and coming up empty handed. This is exactly what I was looking for. Thank you and have a great weekend.!

 

[f1fanatic]

Hi Matt,

Do you know what release of CM this came out in, as i hvae just tried this on CM3 system, and no jot commands not recognised.

Thanks

 

[mattKnight]

This was a CM 5.2.1 system. Sadly, I am not able to help with what version these featuresw were added at.

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[abacks]

I know I have a R11 that does not have service-hours table, but a CM4 that does

Andy Backs
CBTS

 

[SF0751]

The Call Center release must be at 4.0 or later for the service-hours table.

Susan
Muffins are just ugly cupcakes.

 

[Shauneee]

The way we used to do it (when we had CM3) was to call a "common vector" that did all the out-of-hours processing... so the 20+ vectors would all have a step in that called the "are we closed" vector which after some simple time-of-day checks would either play "sorry we are closed" and disconnect the caller or do a simple "return" which transferred control back to the calling vector to continue processing... Maybe not ideal but it certainly worked for us...

 

[f1fanatic]

I have just tested this on a CM5 system, and it did'nt work, i then checked the call centre release and it is R3, how does that work, what determines the call centre release, as i thought it was just part of the general system operating system, and you would get what release is built into that release of CM.

Thanks

 

[abacks]

it is determined by the amount of money you pay Avaya

In other words it is possible to upgrade the CM and not upgrade the call center

Andy Backs
CBTS

 

[f1fanatic]

ok thanks andy, so it basiclly determined via the license file.

 

[mikeydidit]

Under "disp sys cust" look under the call center options to determine which version you have.

display system-parameters customer-options                      Page   6 of  10
                         CALL CENTER OPTIONAL FEATURES

                          Call Center Release: 3.0

Even though I am on CM 5.2.1 I still have call center release 3.0.



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