Restrict phone call routing based on user availability or working hours (Only call users during their work hours)
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Melissa Smith
Currently users receive calls through the mobile app on days they don't work, and are having to delete the app on days they don't work, and reinstall it again, sometimes several times a week (say for example, when someone works Monday, Wednesday and Thursday, they have to delete and reinstall twice a week) so they're not disrupted outside of work hours with calls. Please create a setting like in Calendar whereby a user is only called based on their work hours set in their user profile.
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K
Kaitlin McCann
This is a much needed feature!!
C
Cameron Thomas
We need this as soon as possible! Its very important for businesses!!
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Jeff Haider
Can we please have this update available as soon as possible thanks !
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Jonathan Herrera
This could even be extended to lunch breaks.
What if a user is on a work day but takes a bathroon break? Calls will still be redirected to them. I think this improvement could consider both work schedules and a simple status dropdown controlled by the agent (available, offline, on break, and busy when in a call)
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Troy Howard
We definitely need this for businesses with employees. The employees do not want to receive work calls at night or on the weekends.
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Tayla Cameron
Agreed! In the meantime I have been doing complex IVR's to dictate business hours!
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Cameron Thomas
Tayla Cameron How are you currently doing this?
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Tayla Cameron
Cameron Thomas I am fortunate in that the clients I am doing this for have pretty set schedules, so I have done this a couple of ways.
- I have done an IVR with an IF scenario after the welcome message, but before the connect call, based on the days of the week and times of the day, and then routed accordingly. I even have it on some, where if the call is not answered/busy/declined/vm then it connects to other people before voicemail.
I have also kept it simpler, similar setup but just for business hours and shown my client how to simply update the connect call option to whoever the calls should go to - I put a sticky note to clearly label the step, and let them update as someone is out sick, etc.
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Shawn Creighton
Please make sure voice ai can check availability as well before forwarding / transferring a call to a staff member.
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Shawn Derrick
PLEASE! We do need an override though for users that want to be able to answer calls 24/7 but not be able to be booked for appointments. (I.E. Business owner still answers phone at 8pm even though the office staff might be off)
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Jabe Brown
Sorely needed. Please do this!
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Carla Di Stefano
This would be an incredible feature and instill better work/life balance
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