[cisco-voip] Webex Contact Center Holiday Schedule Management

[Ray Maslanka]

Hello all,

Given it's the Independence Day holiday weekend in the US, I'm looking for
feedback on how you might be handling holidays, office closures, etc. in
the Webex Contact Center environment.

Assuming an environment has dozens of entry points and the associated
routing "open" and default "closed" strategies point to call flows specific
to those entry points, what are you doing to modify the "open" strategy
schedules during holidays?

Do you have Global Routing Overrides schedules created for each entry point
and manually manage the holiday date there?
Do you modify the normal "open" strategy schedule in each entry point
routing strategy to exclude the holiday day and then revert when the day
has passed?
Like fairly standard UCCX holiday and closure XML read scripting, are you
checking an external source within the WebexCC flows and directing calls to
appropriate flow paths / steps according to the response?

There does not seem to be an API or bulk administration method to address
the schedules within the routing rules so I'm looking to save time and
mistakes on what is now for us a rather manual process.

Thanks in advance for your suggestions.

Ray
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://puck.nether.net/pipermail/cisco-voip/attachments/20220704/e722d7d6/attachment.htm>