How can I configure CX call queues to play audio at 5pm and disconnect any actively queued calls

Question

Our call center agents leave at 5pm. On high volume days, we may have 10 calls waiting in queue at 5pm when our agents logout for the day. We find that many of these calls will continue to remain in queue without accepting the callback option because they are unaware no one is going to be available until 8am the next morning. If we configure a queue event to disconnect calls when there are No Agents Signed In, we run the risk of disconnecting calls during the middle of the day when agents are leaving and returning from lunch. There is the chance we may have brief moments when all agents are logged out during business hours. So, the priority queue event, No Agents Signed In, is not preferred for our environment. I have configured the priority queue events for Queue closed, with a single play audio message that explains the office hours have ended and to call back during normal office hours with the event type set to “Call Termination.” However, this does not occur for active calls at 5pm. Has anyone had success configuring this option?

I have an open support ticket for this question, but support has yet to provide a clear answer and is researching. This seems like a simple request. We previously used Cisco CCX and this action was in place by default.

ijaved · Accepted Answer

This is an interesting issue. We recently implemented forced logouts for our agents after 5:00 PM because our routing configuration is relatively complex.

We have a queue event configured to send calls to a forced-callback workflow after 10 minutes. However, I am not sure whether you want calls to enter this workflow during business hours.

If callbacks should not be triggered during business hours, you could add a time check and trigger the workflow only when the specified condition is met.

The workflow could include:

A JavaScript node containing your logic.
A Date & Time node for time-zone validation.Only run after 5pm and before 9am.
A callback, voicemail termination, or simple goodbye termination path.

JeremieH · Answer

I was able to configure the workflow to meet our needs using the No Agents Signed In queue event by routing to workflow studio where I configured two queues with no agents assigned - one for In-Office Hours and one for Out of Schedule. The queue event immediately offers a callback request during in-office hours with a greeting saying “we are currently experiencing high call volumes and no agents are available…keep your spot in the queue and we will call you back as soon as an agent is available.”During out of schedule,the greeting says “the department is now closed and to request a callback the next business day.” In both instances, the caller is given three instances to accept the callback and then terminated. Before the last callback attempt, the greeting advises the call will be disconnected and they will need to callback again. This setup meets our needs. It was implemented this week and is working as expected.

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