There are few things more frustrating for the person managing call flows for an organization than to find out that callers are hearing the wrong menus and being presented with the wrong options. In the Interaction Center platform, there are a number of reasons this might happen, but one of the most common is a schedule misconfiguration.
Here are a few tips to help ensure that your schedules are in good working order:
1) Schedule tab selection – An Interaction Attendant schedule includes a number of different tabs that can be selected to determine the type of schedule (Daily, Weekly, Monthly, Yearly, Unplanned, and System). One mistake is for a user to click on other tabs to see how they are configured and then publish the Attendant profile without changing the tab selection back. It is critical to remember that only the active tab is used for a given schedule.
2) Time range selection – Most schedule types include a time range that can be configured to determine the hours during each day a schedule should run. Be sure that the schedule is indeed configured for the intended time range. If, for example, a weekly schedule is configured to run 8am Monday to 5pm Friday, but no time range for each day is configured, calls would be handled by this schedule outside of regular business hours.
3) Unplanned schedules – Use unplanned schedules carefully. They allow easy schedule changes for unplanned events (severe weather outage, unplanned company meeting, etc.), but will trump all other schedules. If an unplanned schedule is accidentally left in effect, no other schedules configured for that profile will be used until it is deactivated. Also keep in mind that an unplanned schedule will immediately take effect when the checkbox is checked (without publishing).
4) System schedules – System schedules were introduced in Interaction Center 3.0 as a powerful way to centrally manage call flow schedules without requiring changes in Interaction Attendant. Once a schedule is configured in Interaction Attendant and linked to one or more system schedules, it can be managed and updated from the schedules container in Interaction Administrator. This can dramatically simplify schedule management, but should be used carefully. For each Attendant schedule where the system tab is selected, be sure that at least one system schedule is actually linked. Also be sure that linked system schedules are marked active in Interaction Administrator if they should be in effect