Operator "Follow the Sun"

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  • Idea
  • Updated 6 days ago
  • (Edited)
Currently we're only able to have 1 default operator.  That's not enough flexibility.

I need to have different extensions to be the default operator at different times of day.   

Best example I can find is if it's day time in Manila then the "Operator" would be in Manila, if it's day time in Briton, then the "operator" would be in say London.  Day time in the US then maybe the operator is in San Diego.

Another example, to support lunch time breaks.  During normal day time calls which route to the "Operator" go to our office manager, but during lunch 11:30 - 1:00, I'd like the calls to route to me Monday/Wednesday/Friday, and to another extension weekends and Tuesday/Thursday.

Another example.  My office manager is part time.  When she's working, she's the "operator" otherwise I'm the "operator"

Thanks,
Steve

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Steve Moss

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Posted 2 weeks ago

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Phong Vu, Devangelist

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Hi Steve,

I guess that the "regional operator" part can be done by creating a set of forwarding rules based on business hours.

Let's say you created 3 extensions named Manila Operator, London  Operator and San Diego Operator, each will have its own phone number.

Now open the "Auto-Receptionist" -> "IVR Settings" then create 3 "Custom Answering Rules" named "Manila", "London" and "San Diego"

When creating a custom answering rule, define the conditions using the "Date and/or Time" and specify the date/time for each regional operator as the example below:

Provided that the main operator time zone is set to Manila (GTM+8)

Manila:         Mon-Fri 8AM - 4PM (Manila local time Mon 8AM - 4PM
London:       Mon-Fri 4PM - 12AM (London local time Mon 9AM - 5PM)
San Diego:  Tue-Sat 12AM - 8AM (San Diego local time Mon 9AM - 5PM)

Then choose the call handling for the extension accordingly. E.g. London call answering rule will be assign to the "London Operator" and so on.

If you want to add more forwarding rule for lunch time, create new rules and assign to the "regional operator" accordingly.

Hope this workaround solution can help somehow.
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Steve Moss

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Phong, thanks for the reply.   

Your idea is exactly what we've been trying to work with.  It has one big disadvantage. With forwarding in place, the calling customer doesn't get an opportunity to dial an extension or go through the dial by name. 

Customers should have the ability to get direct to me or anyone else and only hit the operator as a last resort.  With forwarding and call rules, they go only operator.

Thanks,
Steve



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Phong Vu, Devangelist

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Hi Steve,

During the call in ringing stage, even after it is redirected to a new extension, caller can still enter an extension number and the the call will be again redirected to that extension.