2 results found

1. System schedules accessible via Queues, channels, IVR

   System schedules accessible via Queues, channels, IVRs.

   Have the ability to create schedules/holidays on the Admin portal then apply them to queues, digital channels, and IVR call flows. Having to manually create schedules in each of these categories is a lot of work. Also having to create custom routing in the IVR designer is a lot of time.

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   Future Consideration  ·  1 comment  ·  Admin Portal  ·  Delete…  ·  Admin →
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2. Add time based variable to holiday configuration

   Managing segmented or partial holidays in RingCX Workflows and Administration is difficult. Admins have to create the holiday and then add multiple scheduling objects to the IVR Workflow to split out partial times during a specific date.
   Adding the ability to specify times of day for a configured holiday would allow a customer to apply routing logic to a specific time period for a specific date.

   Example:
   - On Oct 1, the service department is closed from 12pm-1pm
   - Between 12 and 1 on Oct 1, they want calls to route to the operator instead of the service department

   In order to accomplish this today, a customer needs to create a holiday for Oct 1 and then in the Workflow editor, add multiple schedule nodes to first route based on the date of Oct 1 and then based on the time of day.

   The existing process is not scalable for a large organization and is not manageable if changes are needed to be made in many IVR workflows.

   Managing segmented or partial holidays in RingCX Workflows and Administration is difficult. Admins have to create the holiday and then add multiple scheduling objects to the IVR Workflow to split out partial times during a specific date.
   Adding the ability to specify times of day for a configured holiday would allow a customer to apply routing logic to a specific time period for a specific date.

   Example:
   - On Oct 1, the service department is closed from 12pm-1pm
   - Between 12 and 1 on Oct 1, they want calls to route to the operator instead of the service department

   In… more

   7 votes

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   Future Consideration  ·  1 comment  ·  Admin Portal  ·  Delete…  ·  Admin →
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