Dialogue Cloud

Holidays

Note In Core 6.0 or higher the SharePoint sites Time Zone is used as active Time Zone. (Except for SharePoint 2010, here the setting "Timezone" is used.

Purpose

A holiday is a selected period when the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). An UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. is closed. In this case, the Business hours will be overruled.

With the Anywhere365 platform it is possible to configure Holidays for each individual UCC. During a Holiday the UCC will be closed and an alternative message (Message Closed) will be played and customers can be given the opportunity to leave a voice mail.

 

Training Video

 

Explanation per field

In order to manage Holidays, the following screen should be filled in:

Item

Description

Holiday

This field contains the name of the Holiday.

Start datetime

This field contains the start datetime of the holiday. This can be done with either the calendar function or by typing the date manual (DD/MM/YYYY) and selecting the timestamp.

End datetime

This field contains the end datetime of the holiday. This can be done with either the calendar function or by typing the date manual (DD/MM/YYYY) and selecting the timestamp.

IVRQuestion

This field contains alternative IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. Question (IVRHolidayQuestionItem) that should play during the holiday. If empty the Message Closed will be used.

 

(Optional) Create alternative IVR Question

  1. Open the IVR List

  2. Open the tab "Items"

  3. Select the dropdown for "New Item"

  4. Select "IVRHolidayQuestion" Item

  5. Fill in the field as a normal IVR Question. Learn More

 

Create/Edit/Remove item

Item can be created, edited or removed.

Warning Updates to the system are real-time; therefore wrong entries might cause malfunctions.