Finesse Calendar

[TomMar1]

I've implemented the Finesse Calendar and have a scenario that the calendar does not to handle calls the way I expected.

Here is the scenario.  Using fixed business hours M-F 9am to 5pm.  Contact Center wants to close from 11am to noon on a random day but play a prompt as to why they are closed not the standard Closed prompt under "The Rest" branch but rather the Holiday prompt under the "Holidays" branch.

I assume I could make that day a custom business day and use two time ranges.  Time range 1 9am to 11am and Time range 2 12pm to 5pm.  And from 11am to 12pm it would treat it as a Holiday.  Unfortunately it treats calls between 11am and 12pm as "The Rest" and plays the standard closed prompt as opposed to treating that excluded time range as a Holiday.  I am not sure of the best way to address that scenario. 

Any help would be appreciated.

[david.macias]

I've ran into this before and aside from just creating your own calendar app, the best and easiest solution is for the users to go on holiday at 11AM and then off holiday at 12PM. Yes it's harder on the user, but makes your life easier.

david

[TomMar1]

So I think I found a decent solution, under The Rest branch I added a calendar step to check to see if it is during what would be normal open calendar hours and if it is, play the Holiday prompt which is what we use for temporary closures. If it is not during normal open hours we play the standard closed prompt.  If it is a set holiday we'd take the Holidays branch and play that prompt. 

Hopefully that addresses the issue.