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Community Member

Change incoming call routing depending on schedule

Hi,

Has anybody had any luck changing call routing dependant upon the time that the call comes in?  I like the ability to change the AA message according to the schedule, but would also like to change the incoming call routing as follows:

Normal Business day:

Incoming call --> Blast Group 1 --> Blast Group 2 --> AA

After hours/weekends/holidays:

Incoming call --> AA

We would like to be able to continue to have a real person answer the phones during the business day, but after hours route all calls directly to the AA without going through the two Blast Groups.  Thanks in advance.

Seth

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1 ACCEPTED SOLUTION

Accepted Solutions

Re: Change incoming call routing depending on schedule

Here are some options.

https://www.myciscocommunity.com/docs/DOC-1419

You could have the call flow be...

Inbound Call -> Ephone-dn CFB/NA -> Blast Group 1 -> Blast Group 2

Inbound Call -> Ephone-dn Night Service -> AA

5 REPLIES

Re: Change incoming call routing depending on schedule

Have you tried this.  The new CCA 2.0 that has since came out is even more powerful, but this summarizes well I think...let us know.

https://supportforums.cisco.com/docs/DOC-9525

Community Member

Re: Change incoming call routing depending on schedule

Seth,

Have you tried the CUE editor???

What you have do is make a custom AA script with the following flow

Incoming call -> AA -> business  open -> redirect the call to Blast group 1

                              -> business closed -> play a custom WAV file

I can post a simple script for you if you like? You can then upload it through the WEB interface

Regards

Eivind

Re: Change incoming call routing depending on schedule

Here are some options.

https://www.myciscocommunity.com/docs/DOC-1419

You could have the call flow be...

Inbound Call -> Ephone-dn CFB/NA -> Blast Group 1 -> Blast Group 2

Inbound Call -> Ephone-dn Night Service -> AA

Community Member

Re: Change incoming call routing depending on schedule

Hey guys,

Thanks for the help.  My UC520 took a turn for the worse, so as soon as I have that squared away with the TAC, I'll get back on this.  The script editor looks very powerful and a bit daunting.  I'll be able to dig into it a little more shortly.  Thanks for your help, I'll be sure to update this question when I have it resolved.

Seth

Community Member

Re: Change incoming call routing depending on schedule

I ended up creating an incoming extension that all calls were routed to. That extension is setup to always forward all calls to our first Blast Group during the day, and to the AA after hours (using night service). Thanks for the help.

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