Exceptions - How to configure with new UI

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 “service open” -exceptions. 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 (in other words open), 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 call.

Exceptions

Exceptions are designed to temporarily open and close service queues, while also facilitating specific actions such as playing an additional prompt or transferring the call outside of the queue.

In the main queue view, you will see a list of existing and active exceptions. By clicking on the exceptions view or the pencil icon on the right-hand side, you can open the detailed view of exceptions.

Open

Main view of Exceptions

All exceptions can be viewed on a single page, where the details of each exception are also displayed.

Open

Global timetables (can in multiple Queues / IVRs), which are used in exceptions, can be accessed from the main view and modified through a link to the timetable editor. Instruction of how to edit and maintain global timetables are here.

Local timetables (only available for this specific exception) are also accessible, and by clicking on the times, a single rule editor window will appear.

You can easily check the queue's opening and closing hours, along with any exceptions, by clicking on the calendar icon.

In the main view, you can listen the selected prompts.

Please note that you have the option to select the language in which the prompt will be played.

Service exceptions

You can set up to three service exceptions for each queue. These exceptions are generally utilized when the queue needs to close a few hours earlier on specific days.

Exception when closed

There may be up to three occurrences of these per queue. The "exception when closed" status is commonly used, for example, when a queue is planned for closure and needs to be opened under exceptional circumstances.

Emergency exception

There can only be one emergency exception configured per queue. These exceptions are used in cases of unexpected occurrences that require the queue to be closed or opened outside of scheduled hours.

Editing Exceptions

Schedule

A schedule is essential for every exception. Without a schedule, an exception cannot be activated.

You have the choice to select between a global timetable, which can also be created in the timetable section, or an exception-specific prompt by building the prompt in the exception." Please note that local timetables are not visible in the timetable section and are limited to use within their specific queue. In contrast, global timetables can be utilized across multiple queues. For detailed instructions on how to create your own global timetable, please refer to the guide here.

Global timetables are presented alongside their names, while local timetables are specified within the exceptions themselves.

Always

With this option an exception is always in use.

Between dates and time

The purpose of this timetable is to establish a specific start date and time that will be effective over several days, culminating in a defined end date and time.

The service is designed to operate effectively from 08:00 to 16:00. However, an exception will take effect on the first day 11.2, starting at noon and next two days

Between dates rule

This rule specifies a range of dates within which the event or activity occurs. For instance, if you have a rule that states "From February 11th to February 13th", it signifies that the event takes place within this specific time frame and within service hours 08:00-16:00. You also need to select the weekdays when the rule is active for those dates. By default, it applies from Monday to Friday.

Every week rule

This rule outlines the specific weekdays on which a recurring event or activity occurs. For instance, a rule stating "Every Monday to Friday" indicates that the event takes place consistently on those particular days of the week. It is possible to deselect or add a specific weekday if needed.

You also have the option to select the specific time of day for the rule to be in effect. For instance, your queue could be operational from 08:00 to 16:00.

On date rule

This rule specifies a single, specific date for the occurrence of an event or activity. For instance, if a rule states "On February 2nd", it indicates that the event happens exclusively on that particular day during specified service hours.

Specific dates rule

This rule refers to a list of specific dates for the occurrence of an event or activity. For example, if a rule specifies dates like "February 11th and February 18th" it indicates that the event will take place on these particular dates and during service hours from 08:00 to 11:00 during these days.

Please note that the timespan (on hours) setting will apply to all dates listed. In case dates have different hours to be set, they need to be separated by different rules.

Prompt

You have the choice to select between a global prompt, which can also be created in the prompt section, or an exception-specific prompt by editing prompt in the exception. Please note that local prompt are not visible in the prompt section and are limited to use within their specific exception. In contrast, global prmpts can be utilized across multiple queues. For detailed instructions on how to create your own global prompt, please refer to the guide here.

For more advanced prompts that involve multiple languages or steps, it is advisable to create a global prompt.

No prompt

With this choice, there are no specific prompt played within the exception.

Audio clip

Audioclip offers an option to select a single audio clip to be played. Audio clips can be uploaded elsewhere, instructions are here.

Text to speech

A quick and easy method for generating simple text-to-speech prompts is also available as a local prompt in exceptions.

Transfer

Exceptions provide the option to transfer a call to a specific number, utilize smart routing, or redirect to another queue.

In cases of exceptions when closed, there is a “Service open” option available for transfer. This option is necessary if you simply wish to open the queue.

Activate your exception

To activate your exception, simply click on the "activate" button. You also have the option to disable it using the same button.

Before an exception can be activated a prompt or transcription must be set for the queue. Also Scehdule is always required.