How Do I Schedule Queues?

[hhallett]

We have a 3300 ICP running v6 software. We use CCM v6, and PrairieFyre (MiContact Center) for our Call Center. I've been asked to set up a variable schedule for one queue. The queue currently interflows to an offsite Call Center when our Call Center is open and to voice mail when our Call Center is closed. The problem is that the offsite Call Center opens later and closes earlier than our Call Center does. So, they want to have the queue interflow to the offsite Call Center during certain hours and then stay in-house (not interflow at all) during other hours.

How do I set up multiple schedules for a queue?

Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel

 

[Billz66]

if you have IVR you can do it with that

- we set our call centres up with a single line at the front , its fwd follow me to the acd path during the day and fwd follow me to any other destination in night.
the diversions are set using speed call buttons on a phone
this allows for the destination to be set at will but it needs to be done manually

you could schedule day night changes and set reroutes but that may become limited as you only have D N1 N2 as options

If I never did anything I'd never done before , I'd never do anything.....

and due to an endless stream of MiCollab , MiCC issues
Life would be simpler If only they tested products properly before releasing them .....

 

[jpruder]

I think you could do some type of scheduled csv import to make changes to the path

 

[Waldosworld]

If you have Nupoint, Call Director mailbox.

 

[hhallett]

We have neither IVR nor Nupoint Voice Mail. Our voice mail system is an Innovations Technology InnLine IP but other than that some automated attendant selections point to call center queues I am unaware of any other connection(s) between the voice mail system and the PBX Call Center set-up.

Billz66, here is the current Programmed Service Schedule. As you can see, it isn't even activated. Since they only want 3 options for a single queue this may be useful. But isn't this schedule for the Operator consoles rather than call center queues?
PROGRAMMED SERVICE SCHEDULE IS OFF
PROGRAMMED SERVICE SCHEDULE DAY IS OFF
PROGRAMMED SERVICE SCHEDULED DAY: DAILY 08:00:00
PROGRAMMED SERVICE SCHEDULE NIGHT1 IS OFF
PROGRAMMED SERVICE SCHEDULED NIGHT1: DAILY 19:00:00
PROGRAMMED SERVICE SCHEDULE NIGHT2 IS OFF
PROGRAMMED SERVICE SCHEDULED NIGHT2: DAILY 23:00:00

jpruder, how would scheduling the import/export of CSV files work to enable me to set a varying schedule for a queue?

Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel

 

[jpruder]

Create 2 exported ACD path forms, one with the interflow and one without.

Use scheduler not maintenance commands.

Set times to import which file is desired as operational.

Both files will be uploaded, verified and stored on the system to await the switch

 

[Waldosworld]

PMS could affect the change so remember to have it repeat the command once or twice.

 

[hhallett]

Waldosworld - How would the Property Management System be involved (we use Micros Opera)?

Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel