SECC 4.2 Treatment Problem

[ErwinStevanus]

Hi all,

I'm currently implementing SECC 4.2 for one of our customers. One of the Call Center Group has a rather unusual operating hours:
1. Mon - Fri : 8pm - 7am
2. Sat : whole day

When I tried to put in the Start Time (20:00) and End Time (07:00), The system doesn't like it. It appears to me that the system will only accept if Start Time < End Time.

Did anybody experienced this before? Is there any workaround for this?

I remember that in older release (rel 2.0 or 3.0), we can put in any value for the operating hours, even if the Start Time > End Time

 

[da2004]

i'd suggest you this:

If time of day=20:00..23:59 or time of day=00:00..07:00 Then
...
end if
You have to test, what happens between 23:59:01 and 23:59:59, but i think 20:00..00:00 should also be possible.

 

[ErwinStevanus]

This will definitely works in SCCS but not in SECC.

In SECC (Symposium Express Call Center), all are pretty much predefined. All we can do is to add new treatment and attach this treatment to a CDN/DNIS/CLID using the Routing Wizard. No scripting are available because the scripts are all read-only scripts.

Anyone has other idea?

 

[simoningram]

Does SECC have a 'not equals' command? if so - if time of day <> 07:00..20:00 then .....

 

[sandyml]

No, SECC doesn't have any capability to insert scripting commands directly. There is just a page with a table, with each day of the week listed and a Start and End time. SECC uses the information collected in a series of screens (Call Treatments) to build the scripts.

ErwinStevanus, do you have a CallPilot or Meridian Mail that you can use to "front end" the calls? In that case, you could define the time during the day as a block and let the out of range times flow to the SECC CDNs. Or, define the open period as 24-hour and everyone has to log out (little dangerous, I know). Then your treatment when no agents are logged in can route to another number or get an announcement.

This is a tricky one!