Need to Block Manual Outbound call during non business hours

[mcreddy008]

We have a requirement to restrict manual outbound call during non-business hours

Need to verify  the time of call falls within 8 AM to 9 PM taking the time zone into account base don Are code of phone number.

Is there any way we can achieve this through Finesse?

Please let me know if any

[dekwan]

Hi,

Finesse itself does not have the ability to restrict calls during non business hours. I am not familiar with all of the UCM settings, but you might want to see if it can be accomplished in the UCM.

Thanx,

Denise

[ptindall · Accepted solution]

To apply intelligent voice policy you can use either UCM CURRI or the Gateway Services API.    CURRI is the simpler and can allow/block calls based on your own decision logic implemented in a servlet, optionally playing an announcement to the agent also. 

There's a note here that looks at uses for CURRI in the contact centre.

CURRI and the Contact Centre Tech Note.pdf - Box

CURRI dev guide on DevNet

https://developer.cisco.com/site/curri/documents/latest-version/

Paul

[mcreddy008]

We are already using web service to block calls when agent dial manually from custom CTIOS desktop application during non business hours

We want to achieve same functionality with Finesse dial pad.

Can we do any customization with Finesse call control gadget to invoke our existing web service to block calls during non business hours.

[dekwan]

Unfortunately, the out of the box Finesse call control gadget is not customizable. You do have the option of building a completely custom call control gadget that can invoke your existing web service.

Thanx,

Denise