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Closing specific options at certain times
8x8 Support

Closing specific options at certain times

Objective

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

Applies To

Virtual Contact Centre

Procedure

  1. Log in to VCC Configuration Manager as an administrator.
  2. Navigate to Home > Schedules.
  3. Click on +Schedule.png.
  4. Enter a name for the schedule.
    Schedule_Name.png
  5. In Weekly Schedule, leave all the days Open all day (00:00-24:00).
  6. In Special Events and Holidays, click on +Add Day.png. 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
  7. Click Save.
  8. Navigate to Scripts and access the script that you need to make changes to.
  9. Locate the option that needs to route differently.
  10. Click on the option and select add.
    £_Add.png
  11. In the box that populates, select Schedule as the IVR object, add a tag and select the schedule you created earlier from the dropdown menu. Then, click OK.
    Insert_Object.png
  12. Minimize the existing routing and copy it.
    Copy_Routing.png
  13. Click on Open and select paste.
    Paste.png
  14. Now, remove the routing you had originally copied by clicking on it and selecting remove.
    Remove.png
  15. Click Yes on the box that pops up to confirm you are sure you want to remove this routing.
  16. Now, click on Close and click add.
    Close_Add.png
  17. 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.
  18. 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.
  19. Click Save. The changes you made are now live.

 

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