Hi everyone
Long time reader, first-time poster.
Apologies if this has been discussed elsewhere but I am trying to justify how we manage office hours and holidays with the update to V20. We are upgrading our customers at the moment and the changes to call handling are turning out to be a bit of an obstacle.
With V18 we had global holidays and office hours, then on inbound rules if there was a specific site or queue that had different office hours we could simply update the inbound rule with custom office hours. In V20, to replicate this setup we need to now configure new departments with custom office hours and assign the queues/IVRs to the new departments. The challenge is that with this configuration each department needs to have holidays set up, and with the holiday dates changing every year someone needs to go in and update them all individually. For some of the larger deployments this creates a huge amount of admin as previously we could easily do it at the system level.
Just wondering if there is a better way to manage this? Any suggestions would be appreciated as I am still trying to wrap my head around all the changes in V20.
Long time reader, first-time poster.
Apologies if this has been discussed elsewhere but I am trying to justify how we manage office hours and holidays with the update to V20. We are upgrading our customers at the moment and the changes to call handling are turning out to be a bit of an obstacle.
With V18 we had global holidays and office hours, then on inbound rules if there was a specific site or queue that had different office hours we could simply update the inbound rule with custom office hours. In V20, to replicate this setup we need to now configure new departments with custom office hours and assign the queues/IVRs to the new departments. The challenge is that with this configuration each department needs to have holidays set up, and with the holiday dates changing every year someone needs to go in and update them all individually. For some of the larger deployments this creates a huge amount of admin as previously we could easily do it at the system level.
Just wondering if there is a better way to manage this? Any suggestions would be appreciated as I am still trying to wrap my head around all the changes in V20.
