I have a scenario in which we need coverage from three different teams at different times of the day. We would like to have team 1 cover inbound calls from 01:30 am to 10:30 am, team 2 from 06:30 am to 17:00 pm and team three from 17:01 pm to 01:29 am. What is the best way to set this up?
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Vectoring time of day routing
- Thread starter Slpayne
- Start date
What do the calls terminate on? Say you have team teams with 3 users each - 101,102,103 for team 1, 201,202,203 for team 2 and 301,302,303.
Say you're using bridged appearances and there's a dummy phone 100 on 101,102,103, etc
Maybe have a 400 that appears on 101,102,103 and 201,202,203
If hours between 00:00 and 01:30, route to 300
If hours between 01:30 and 06:30, route to 100
If hours between 06:30 and 10:30, route to 400
If hours between 10:30 and 17:00, route to 200
If hours between 17:01 and 23:59, route to 300
If they're elite skills, then add a 4th hunt group including team 1 and 2.
If they're just logging into hunt groups, it'd be a pain but they'd log into a second one
And what's the worst case if all phones ring all the time? If they're not in the office outside those shifts and not logged into a single shared queue, then the calls will go where you want based on people being there to answer/being logged into the ACD in the first place.
Say you're using bridged appearances and there's a dummy phone 100 on 101,102,103, etc
Maybe have a 400 that appears on 101,102,103 and 201,202,203
If hours between 00:00 and 01:30, route to 300
If hours between 01:30 and 06:30, route to 100
If hours between 06:30 and 10:30, route to 400
If hours between 10:30 and 17:00, route to 200
If hours between 17:01 and 23:59, route to 300
If they're elite skills, then add a 4th hunt group including team 1 and 2.
If they're just logging into hunt groups, it'd be a pain but they'd log into a second one
And what's the worst case if all phones ring all the time? If they're not in the office outside those shifts and not logged into a single shared queue, then the calls will go where you want based on people being there to answer/being logged into the ACD in the first place.
- Thread starter
- #3
Kyle55,9
Here is more detail. We have 3 non-agents in India that work from 1:30 am to 10:30 am MST. We have 8 non-agents that work the US from 06:30 am - 5:00 pm MST and 9 non-agents that will cover all calls outside of hours the between 5:00 pm to 1:30 am MST. Is it possible to create a vector with service hour tables and have calls route to the India and US teams when the time overlaps?
Here is more detail. We have 3 non-agents in India that work from 1:30 am to 10:30 am MST. We have 8 non-agents that work the US from 06:30 am - 5:00 pm MST and 9 non-agents that will cover all calls outside of hours the between 5:00 pm to 1:30 am MST. Is it possible to create a vector with service hour tables and have calls route to the India and US teams when the time overlaps?
- Thread starter
- #5
The calls get routed to two hunt groups with coverage answer groups. The NOC is setup to call into a DID that is assigned to an extension (24110) and the 9 agents that receive calls have bridged appearances on there stations. I built the vector below. The problem is the calls ring in to the India team from 01:30 to 10:30 am and the US team from 10:30 am to 17:00. I need to have the calls ring into both India and US teams between the hours of 06:30 am-10:30 am. Then from 5:01 pm to 01:29 am only ring to the NOC.
CALL VECTOR
Number: 2410 Name: Noble Support
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 2 secs hearing ringback
02 goto step 5 if service-hours in table 201
03 goto step 6 if service-hours in table 202
04 goto step 7 if service-hours not-in table 202
05 route-to number 60100 with cov y if unconditionally
06 route-to number 60101 with cov y if unconditionally
07 route-to number 24110 with cov y if unconditionally
08 stop
09
10
11
12
CALL VECTOR
Number: 2410 Name: Noble Support
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 2 secs hearing ringback
02 goto step 5 if service-hours in table 201
03 goto step 6 if service-hours in table 202
04 goto step 7 if service-hours not-in table 202
05 route-to number 60100 with cov y if unconditionally
06 route-to number 60101 with cov y if unconditionally
07 route-to number 24110 with cov y if unconditionally
08 stop
09
10
11
12
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