WC - operations Mode

[acarvalhodasilva]

Hi All - Quick question regarding the Webex calling operation mode options — is there a way for the after-hours schedule assigned to the Call Queue to take over, even if the EU has enabled something like the Weekend Mode?

In my scenario, the receptionist needs the flexibility to forward calls to a mobile during business hours. However, if she forgets to disable the operation mode at the end of the day, calls continue forwarding to the mobile after hours instead of going to voicemail. Just wondering if there’s a way to automate or override that.

if so, what is the process and which script is supported? Ex python, powershell, Node.js?

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[Janos Benyovszki]

@acarvalhodasilva  thanks for the explanation. I don't think we have an API to automatically switch operating mode, but you could set up a kind of timer in your code that pulls the current queue settings via the API and if they don't match the expected one, then you use another API call to update them. Would that work?

[acarvalhodasilva]

Hi @Janos Benyovszki ,

I hope you're well.

The issue isn’t with setting up call forwarding — that part is functioning correctly. When the receptionist enables the Operating Mode, calls are successfully redirected to the designated mobile number during business hours, as intended.

However, the problem arises when the receptionist forgets to switch off the Operating Mode at the end of the day. In this scenario, the Operating Mode set between 9-5pm continues to override the main Call Queue’s after-hours schedule, which would typically route calls to voicemail. As a result, calls outside of business hours are still being forwarded to the mobile number instead of following the after-hours voicemail rule — which is not the desired behavior.

Here’s the link to the Webex documentation on Operating Modes:
 https://help.webex.com/en-us/article/fozeml/Call-routing-based-on-operating-modes-in-Webex-Calling

To resolve this, I need to determine whether there is an API that can be used to automatically switch off the Operating Mode at a specified time, e.g., 5:00 PM, to ensure the standard after-hours call routing takes effect.

Could you please advise if such an API capability exists within Webex Calling or if there’s an alternative solution?

[Janos Benyovszki]

@acarvalhodasilva not sure if this is what you are asking but we have APIs to update Call Queue services, like https://developer.webex.com/calling/docs/api/v1/features-call-queue/update-a-call-queue-holiday-service . 

Also wanted to let you know about our new AI Assistant, available on our Developer Portal (blue circle next to your profile image). It’s a great tool for quickly finding API information, answering common questions, or navigating resources. Feel free to give it a try!