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  • ECC Schedule

    I am a newly trained tech on the ECC. I am having a problem with the schedule. I would like for one of toll free numbers to be answered from 8am to 10pm. All other toll free's are answered from 8am to 8pm. I built a new day type and defined the shift as 8 to 10 and applied it to the IRN. When I test it answers with the night greeting.
    Any help would be greatly appreciated.
    Last edited by Glenn; 01-07-2010, 07:53 AM.

  • #2
    The way shifts work in ECC is that you have to tell ECC what to do for each shift.
    For example, if you have an 8 am shift, a 10 am shift and a 9pm shift, you need to tell ECC what to do for each.
    So suppose your default is off-hours and you set your 8 am shift to go to your agents. at 10 am the calls will go back to off hours because you didn't define the behavior. It doesn't simply remember the last shift and keep going.
    Could this be what is happening to you?

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