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Exceptions are used to handle specific actions outside of regular service hours within a queue. There are three types of exceptions: Exception, Exception when closed, and Emergency exception, each serving different purposes. |
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Exception logic diagram
This diagram illustrates the process of call progression when a caller joins the queue. Initially, it will check for any emergency exceptions. If no emergencies are detected, it will then consider exceptions when open. In the event that your Queue/IVR contains such an exception, the caller will be notified and disconnected. Additionally, the service hours of the Queue will be verified. If the queue is operational, the caller will proceed as usual. However, if the queue is closed and uses an exception when closed, the Queue/IVR will be opened outside of regular service hours. If none of the above conditions apply, the queue is closed, leading to the disconnection of the caller.
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