What for?

In some organizations, the contact centers in charge of handling calls differ according to the time of day.

This allows you to define the business hours and contact center numbers to which callers can be transferred.

How to?

1. Create a calendar

• go to the Calendars tab in the Data section
• choose a name
• select the Business Hours type
• for each day of the week, add as many slots as desired with the phone numbers to which callers should be transferred

• you can also choose to adapt the Business Hours for an "exceptional" day (on public holidays or other), by going to the "Exceptional dates" section. —> when this day arrives, the Business Hour used by the bot is in this section, it does not take into account the "typical week" organization
• by default, the bot considers that the call center is closed, it is up to you to say when it is open by adding a slot

• You must then "Update" the calendar to update the information the bot will use. Is done in real time without the need to deploy in production

2. Create the related script

Required input:

• desired calendar
• Transfer phone number: choose the context key name in which to store the contact center number to which to transfer

Outputs:

• contextKeyname: the context key value contains the phone number to which to transfer
• opened: a boolean context key
  • "is true" = when the center contact is open
  • "is false" = when the center contact is closed