With the changes in V20, we are looking for a way to handle office hours that are unique to each group and holidays that are universal. In particular, we need some guidance as it relates to our incoming IVR and helpdesk queues and voicemail extensions. Currently, the call routing works as shown below.
Trunk based DID --> Helpdesk IVR User selects their state --> state specific call queue --> state specific helpdesk voicemail
We have an after-hours IVR which allows the same option as the day IVR with a different message. When they selected an option, the Queue would queue the call during office hours and send it straight to voicemail after hours or on holidays.
However, we want to expand the helpdesk IVR hours to cover 4 time zones. But we want the queues to match the state's time zone. Easy enough so far.
When it is during office hours and no one is available, we want the voicemail greeting to indicate no reps are available. When it's outside of office hours (or on holidays), we can preface the voicemail greeting with a message that the support for the state is from 8-5 x time zone using the play announcement.
However, we want a different voicemail greeting after hours (on holidays) that just asks them to leave a message, and we will respond the next business day.
It appears that there is not an option for an alternate greeting based on office hours and holidays. Short of creating another dummy extension for each state's helpdesk for after hours is thee another option that I am missing?
Trunk based DID --> Helpdesk IVR User selects their state --> state specific call queue --> state specific helpdesk voicemail
We have an after-hours IVR which allows the same option as the day IVR with a different message. When they selected an option, the Queue would queue the call during office hours and send it straight to voicemail after hours or on holidays.
However, we want to expand the helpdesk IVR hours to cover 4 time zones. But we want the queues to match the state's time zone. Easy enough so far.
When it is during office hours and no one is available, we want the voicemail greeting to indicate no reps are available. When it's outside of office hours (or on holidays), we can preface the voicemail greeting with a message that the support for the state is from 8-5 x time zone using the play announcement.
However, we want a different voicemail greeting after hours (on holidays) that just asks them to leave a message, and we will respond the next business day.
It appears that there is not an option for an alternate greeting based on office hours and holidays. Short of creating another dummy extension for each state's helpdesk for after hours is thee another option that I am missing?
