v20 Specific Holiday Prompts by Holiday

[nkul0926]

In v18, we were able to choose a specific prompt by holiday, it would then play the speicifc prompt and use the IVR "HOL" for the menu options. If no specific prompt was selected, the default prompt on "HOL" would apply.

It seems in v20, this is all different now? I've found some documentation on the holiday script, but no specific info on how the routing works. Does anyone have more info on this? What's the best way for me to set this up for our org.

 

[SteveITS]

If you add the script, it will use the configured prompt on the office holiday screens. Otherwise that field is unused.

How it routes is under the individual call handling item e.g. Digital Receptionist > Destinations > When on holiday route to. (which happens regardless of the script or prompt)

 

[nkul0926]

If you add the script, it will use the configured prompt on the office holiday screens. Otherwise that field is unused.
View attachment 46015
How it routes is under the individual call handling item e.g. Digital Receptionist > Destinations > When on holiday route to. (which happens regardless of the script or prompt)

So in playing around with it, I see it plays the holiday message FIRST, then the main IVR message. Is there anyway to make it so the message is replaced entirely, like it was in the old version?

 

[SteveITS]

You can set a prompt in the Digital Receptionist, Ring Group, or department if you choose a different option than Accept Anyway: