Today you can control overflow management and operation hours on queue level, but automated messages to be triggered by the two previous functions are still only manageable on channel level.

Problem scenario: We have a use case where one channel routes work items onto three different queues. Queue 1 and 2 belong to team X and have opening hours 09:00-17:00. Queue 3 belong to team Y, that are staffing only betwen 09:00-15:00. Queue Y has its separate operation hours schedule, and we can set individual overflow management rules on queue Y, but when customers call in after 15:00 and (using dial tone options in the PVA) are routed to queue Y - it's the overall channel's automated messages that are applied on queue level. This results in the differet queues have to use the same automated message when triggered on out of operation hours.

Suggestion: It would be optimal to be able to set up individual automated messages on queue level so that different queues can inform customers with queue specific information.

Thanks, Kristine