v20 Call routing

[Alphabetic]

Hi guys

i've got a dpt group where my DID goes to.

office open/closed destination is configured to go to welcome IVR closed IVR.

office hours are set.

My welcome IVR says when office is closed "accept anyway" by default.

So, does this mean when call comes in its going to ignore office hours?

 

[RobColver]

I have the same question.

 

[Evolute IT]

No, the "accept anyway" is another layer of routing.

For example, you can have an IVR within a department/group, but with its own direct DID (not routing to the "department menu" itself), you can tell the IVR itself to route to another place if out of office hours. Same goes for queues and ring groups now.

So you could have Dep1, Monday-Friday 9-5, have a main IVR and blablabla. On your main, you point Opt 3 to IVR2, which is in Dep2, which has Mon-Fri 9-4, then in the IVR2 you say "out of hours, go here" (instead of accept anyway) and if it's 4:01pm, it would route to the new place instead of the IVR.

Basically, it's multiple layers of routing that can get pretty flexible with departments and all.