Lync Server

Move RGS business hours & holiday tests to BEFORE th Welcome msg

It's long irked me that in the Response Group call flow, the Welcome Message appears before the Business Hours and Holiday tests.

 

This forces an illogical flow and poor caller experience:

 

"Welcome to Fabrikam. Your call may be recorded"

"We're currently closed".

 

If the options were rearranged, the out-of-hours and holiday messages and treatments would be self-contained, and the Welcome message only plays when we're open and ready to take the call.

 

Further enhancement: a check-box option to indicate whether the Welcome message can be interrupted. If yes, Lync can start the agent routing process at the same time as the message starts, otherwise it waits until the message has completed.

Tags

Idea No. 160