Apply a Time Schedule to a Queue

You can:

• Deny entry to a queue according to date and time (for example during out of business hours at a particular site)

and/or

• Control the routing of queued contacts to agents according to date and time.

Deny Entry to a Queue at a Specified Date/Time

You must apply a time schedule to a queue's ACD treatment:

1 Treatment 2 ACD queue 3 Agent groups 4 Time schedule on treatment

1. Create a schedule by selecting Services > Time of Day Services > Add Time of Day Service.
2. Name the service and then, in the Specify Actions panel, select the target route for contacts who arrive at the queue at a date and time at which you want to deny entry.

3. In the Scheduling panel, define the time period during which queue entry should be denied.

Note: holiday dates can be defined by selecting Services > Time of Day Services > Configure Holidays.

4. Click Add Time of Day Service.
5. Select Services > Time of Day Services > Time of Day Mapping.
6. On the Time of Day Service Allocation screen, select the time of day service schedule just created.

7. In Assign Treatments, select the ACD treatment(s) that point to the queue(s) to which you want to apply the schedule.
8. Click Update Assignment.

Control the Routing of Queued Contacts to Agents

You must create the schedule and then assign it to a queue's hunting rule.

1 ACD group 2 Agent group 3 Time schedule on hunting rule

1. Create a schedule by selecting storm Contact > Queues> Add Matching Rule Schedule.
2. On the Add Matching Rule Schedule screen, name the schedule and then select Add Schedule.
3. In the Scheduling Criteria panel, define a time band during which the hunting rule will apply.

4. Click Update Schedule.
5. Add further time bands as necessary.
6. Select storm Contact > Queues> Edit Queue.
7. Select the target queue.
8. Select the desired hunting rule's Edit  button.

9. On the Edit Matching Rule screen's Scheduling Criteria panel, select the schedule just created.

10. If relevant, select the time zone.
11. Click Update Rule.

Note: the time zone of the organisation to which you are logged in is displayed here and used as the default. If you select a different time zone, the system applies the times you enter with reference to the time zone selected for the schedule instead.