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.
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.
Exceptions
Exceptions are used to temporarily open and close service queues or manage specific actions such as prompts, transfers, and timetables within a queue.
Click on Add exception rule to get started.
Choosing your exception type
There are three different exception types to choose from, including; Exception when open, Exception type when closed and Emergency exception.
Exception when open
You can configure up to three exceptions per queue. These exceptions are typically used when the queue needs to be closed a few hours earlier on certain days.
Exceptionally closed on friday 6.9
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.
Exceptionally open on saturday 7.9 10:00-16:00.
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.
Customizing your exception
Once you have selected your exception type, you will have the opportunity to customize it. You can specify the destination for the call, the prompts to be played, and the timetable it should adhere to.
Route call to
You have the option to route calls to any queue, IVR, number or Callback service that you have created. Routing a call to a number not managed by Enreach may result in additional charges. The call will be directed once the prompt has been played.
Play prompt
You have the option to choose between a global prompt or editing a local prompt. If you opt for a global prompt, you can select from all system-level prompts by Enreach and any global prompts that you have created earlier.
Match schedule
Here you can select the timetable that you want your exception to align with. You have the option to choose from any globally accessible timetable or customize a local one.
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.
