It can be helpful to think of schedules as an “if/then” rule that creates forking paths for your call route. If you have a call that routes from a tracking number to a queue of agents, applying a schedule to the tracking number creates a forking path that either routes to the queue (during the schedule’s hours) or to an alternate path, such as a voicemail (when the schedule is not active).
The following examples will show different ways schedules can be affect a call route. A relatively simple route is being used for the purposes of this article, but schedules can be applied to any call routing. In the examples below, the following call route is used:
Tracking Numbers → Queue → Agents
Example: One Schedule
In this example, one schedule has been applied three different places in the route. Version 1 shows the route with the schedule applied to the tracking number, version 2 shows the route with the schedule on the queue instead, and version 3 shows the route with the schedule assigned to the agent. In all three cases:
When a caller dials the tracking number during business hours (as defined by the schedule), the caller will be routed to the queue, which will dial agents as normal.
If the caller dials the tracking number outside of business hours, they will be routed to the voicemail box.
Effectively, all three versions of this route will work the same way (either the agent is available and answers, or the caller will be routed to voicemail). Depending on advanced settings on each part of your route, however, the caller may have a slightly different experience.
In version 3, if your queue has waiting messages and does not have “bypass queue" when agents are not available” enabled, the caller will have to wait a while (based on your queue’s settings) before being routed to voicemail. If you have multiple agents, each with their own schedules, each agent’s individual schedule will be used to determine where the call goes.
Example: Multiple Schedules
In this example, schedules have been applied to multiple part of the call route. A “business hours” schedule has been applied to the tracking number, and one of the two agents in the queue has a schedule assigned to them.
With this setup:
If a caller dials the tracking number outside of business hours, they will be routed to voicemail.
If a caller dials during business hours, but Agent 1’s schedule is not active, the caller will be routed to Agent 2.
If a caller dials during business hours and Agent 1’s schedule is also active, the caller will be routed to Agent 1. Then, if Agent 1 is unable to answer (due to missing the call or being on another call), the caller will be routed to Agent 2.