configure multiple hours of operations in single day??

[lancer123]

Hello,

We are trying to configure hours of operations as such that multiple open and closed hours can be done in a single day.  For example, the call center is open 8AM - 8PM.  Perhaps one of the supervisors wants to have a meeting with the entire team and wants no calling coming into the Skill from 9AM - 10PM.  Again, another meeting for the same team will be from 2PM to 3PM.  Basically, we need a way of configuring hours of operations exceptions without using WFM (holidays, team meetings, emergencies,etc)

I looked at the Statistical Day object and appears that only one entry per day can be inputted.  Therefore, this method doesn't appear useful for multiple entries for the same day.

Any suggestions?

Thanks,

[cavagnaro]

I did that using ListObjects. You can create a List with the Keys being the day (DDMMYYYY) and then in your strategy you check if such key exists. Then if does you get the closing hour which is a value of the Key Item on the List. So if the current hour is bigger than that you send the call elsewhere or a closing voice message.

[terry]

Also if you have router 8.1.200.26 or higher and function IsSpecialDay going to be used then there is following possibility.

Set both start and end of business day to 0 (12:00 AM).
Then entire day (24 hours) will be splits on intervals by interval length
(if interval length is 60 then it will be 24 intervals with numers from 1 to 24).
Table of intervals will be checked for interval matched to current moment of time.

If length of interval is 60 (min)  then making statday to have intervals with numbers 9,11,12,13,14,16,17,18,19,20
will cover time from 8 AM to 8 PM with exception of 9-10 AM and 2-3 PM