Dynamic OOH (Out Of Hours)

Genesys Cloud Routing
1

Hi,
I was wandering if there is any way to create dynamic out of hours. I mean I know that there is the Time Segmentation Object but I want the values inside to be set from a list of objects so the administrator will be able to change these ours from CME not from routing.

Thanks,
Mihai

2

Create a list in CME with options like-
V_OPEN = 08:00
V_CLOSE = 20:00

Then in the strategy assign a variable name (V_OPEN), attach the variable from CME using “ListGetDataCfg”
and then use V_OPEN in your time segmentation.

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3

Keeping the values in a list and getting them from that list is not the issue. The issue is the Time Segmentation Object which does not support variables but only hard coded values. Here is where I have problems. Can you detaliate a little “use V_OPEN in your time segmentation” pls.

Thank you!
Mihai

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4

Hi Mihai,

Common approach is to use Statistical Day and Statistical Tables for implementation of working hours. However, there is one limitation - you can specify just single time-range for one day.

R.

5

Mihai

Yes sorry you’re right - I should have tried this before replying. Although we use lists for most things we actually do a database lookup for opening hours.

The database holds the open and close times for each call type and returns “CL” when it is closed, it also returns codes for Bank Holidays and temporary closures so we can play the correct message.

6

Statistical Tables work great. I had a look in the documentation and I realized that you can do opening hours, holidays and everything from there so no need for lists anymore. It’s awesome!

Thanks,
Mihai

7

Just in case you do go back to lists. On getting the data from the list, add a segmentation block that routes on whether the line is open or closed, then route to agents / rest of routing or onto an OOH announcement as needed.
There is no need for the time segmentation block in this instance :slight_smile:

8

Can anybody explain the meaning of Dynamic OOH !

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9

To me it means non hard coded time parameters in IRD strategies. Having the strategies getting the OOH data from either a list object, external DB or from the CME statistical days items etc.

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