Custom Rule / Routing ( Solution to replace "Dummy extensions" )

[bravad]

Please propose a solution to replace the "dummy extensions" for custom "routing".​

- The office in the province of Quebec is closed because Quebec Holiday ?, No worry, calls must be redirected to offices located in Ontario (Without Holiday).You have thought of managing different time zones, which is great, so you take into account that customers can be located in several time zones in MCM mode but you do not allow this "logic" to be solicited during public holidays applicable only in a province or of a country OR forward to external Call Center.

- During "long holidays" (Exceptions) for example;

- Construction holidays, Spring Break, Christmas, New Year's Days .. our customers mention in their messages their closing periods and notify callers when they will be open again.

- The peoples available "on call" (emergencies) during "holidays" are not the same as the people available on evenings and weekends

- Some customers use the "Holiday" function even if they are open to route to a different IVR to play a "special" message for a day, or a week to mention a promotion.


I will stop here in the examples but I have at least 4 other scenarios in which we are currently using, via CallFlow, custom routing ( Holiday ). But customers complain that they can't intervene "themselves" for some exceptions. I understand it, especially since they did it on their old outdated systems. ( Aka ; Panasonic , Thosiba ect.. No offense for Toshiba/Panasonic guy )

Or worse, in competing systems, ( Aka ; R*ngC*ntral (censored lol ) )






Take a look at how in the attachment (PDF) other custom call routing systems work.

thx