WxCC Business Hours Override

[RL5901]

I have read the documentation for Business Hours to create an Override. The documentation states, "Use an override to define exceptions to shifts or working hours, based on your business requirements. Associate an override to a working hours schedule to map the duration that can be exempt from the defined business hours, such as emergency hours."

I haven't used Overrides yet, but would like to start using this feature. Our organization is only open for half a day before a holiday, and I'd like to put something in place to close the Call Center at noon before the holiday (and play the Global Variable holiday message from noon to midnight). 

I'd like confirmation of the following assumptions I'm making about what an Override will do. 

1. If the Override is configured for a date and time that the Call Center is normally open (as defined in the Business Hours for that Call Center), the configured Override will cause the Call Center to take the closed path in the Flow and play the Holiday message (a Global Variable) configured to play for the Holiday List. 
2. If the Override is configured for a date and time that the Call Center is normally closed (as defined in the Business Hours for that Call Center), the Override will cause the Call Center to be open and resume the normal "business open hours" path in the Flow. 

Am I correct on how the Override should work? If not, please explain. 

[david.macias]

You're thinking of it too specifically. An override is an override, if you're open or closed is up to you in the routing. When you set the orverride you can now have access to BusinessHours.OverrideSetName. You can then have logic that does:

OverrideSetName=Open->Go to Q
OverrideSetName=Close->Goodbye
OverrideSetName=Meeting->Xfer to #

In short, what you're saying is right, but there's a broader thought around overrides that should give you more flexibility.

david

[RL5901]

I'm looking for a way to set a half-day closure with a customizable message. There is already a Holiday Message that is a Global Variable (WxCC Supervisors can manage it through Webex Control Hub). This is tied to the Holiday List in the Flow. Currently, the Override goes to the Play Closed Message Activity Step. I want to be able to enter a Duration (date + time window) in Webex Control Hub that plays the configured Holiday Message to the caller (Play Holiday Message Activity Step) so they can hear the message that the WxCC Supervisor enters (Text-To-Speech). If I change the Flow so that the Override in the Business Hours points to the Holiday Message (Play Holiday Message Activity Step), I think this would accomplish what I want to do. Correct?

[wajidhassan · Accepted solution]

Hi @RL5901,

you’re thinking about it the right way. If you set up an Override for that half-day and point it to the Play Holiday Message step in your flow, it’ll trigger the same Global Variable message your supervisors manage in Control Hub. That way, when someone calls during the override window, they’ll hear the holiday message instead of the default closed message. Just make sure your flow checks for the override and routes to the right step 

[RL5901]

Thank you for confirming, @wajidhassan. How would the flow check for the override and route to the right step? Would pointing to the Play Message (Play Holiday Message Activity Step) be enough to associate the Override to the Global Variable for the Holiday Message? This is what I plan to do, but is this enough? Business Hours has an Activity Output Variable named "BusinessHoursCheck_Override_Name," but I'm not sure if I need to do more than what I'm doing. 

[prasad-jayasuriya-csu]

Hi @RL5901 

First, you need to add the global variables to the call flow. There are two types of variables: global variables and flow variables.
Flow variables are created within the call flow, while global variables are made in the Control Hub.

Once you've added the global variable to the call flow, use the Text-to-Speech feature in the Play Message module to play the message.

You need to type something like this in the text-to-speech box.

{{Global variable name}}

[RL5901]

This is an existing Flow, and there is already a Global Variable for the Play Message activity. I confirmed with a Cisco TAC engineer that the only thing I needed to do to put the plan in action was to modify the link as I showed in the picture.