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Closing Specific Options at Certain Times

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Objective

To close specific options on certain dates or at certain times, but leave other options to route as normal.

Applies To

  • 8x8 Contact Center
  • Schedules
  • Scripts

Procedure

  1. Log in to Contact Center Configuration Manager as an administrator.
  2. Click Home > Schedules.  
  3. Click Add Schedule.
  4. Enter a name for the schedule.
    Schedule_Name.png
  5. Under Weekly Schedule, leave all the days Open all day (00:00-24:00).
  6. Under Special Events and Holidays, click Add Day.
  7. Select the date and time that the script option will need to route differently than it does normally and change it to Closed.Special Events and Hols.png
  8. Click Save.
  9. Navigate to Scripts.
  10. Click Edit > Script.
  11. Locate the option that needs to route differently and click add.
    £_Add.png
  12. Set the IVR object to Schedule.
  13. Add an Object tag. 
  14. Set Select Schedule to the schedule created.
  15. Click OK.
    Insert_Object.png
  16. Minimize the existing routing and click copy.
    Copy_Routing.png
  17. Click Open > paste.
    Paste.png
  18. Remove the routing you had originally copied by clicking on it and clicking remove.Remove.png
  19. Click Yes to remove this routing.
  20. Click Close > add.
    Close_Add.png
  21. Add IVR objects to route calls per your requirements. For example, add a Play object if you want to play a message when you are closed in this instance.
  22. You have now configured the Open and Closed rules for the option. Calls will only follow the Closed rules when a Special Event and Holiday is configured within the schedule. Otherwise, calls will always follow the Open rules.
  23. Click Save. The changes you made are now live.