Requesting an option to handle an incoming call after workstream hours.
Right now the only thing that happens to the call is an automated message, then it hangs up.
Need an option to forward to another workstream/bot/voicemail.
Comments
Seems redundant to control this on queue level if all underlying queues in the voice channel are closed, if calendar is applied as channel operating hours. Currently there is no overflow handling on channel level, although channel can be closed due to out of office hours. So request is valid, although it should be on corresponding channel, and not workstream, level.
Category: Voice - IVR
Hello,I hope this helps. I believe this functionality is already available in Dynamics 365 Contact Center. However, it is configured at the queue level, not at the workstream level. In the queue configuration, you can set overflow rules to redirect calls to, for example, another queue.Is this what you are trying to do?
Category: Voice - IVR