Callback IVR Rolling Closure

[sarda_sanjay]

Hi Experts,

We have an IVR with rolling closure in US i.e.,

All customers may call in beginning at 8 AM Eastern US time zone and the IVR closes at 8 PM Eastern ( or 5 PM Pacific Time zone), however, customers in each time zone are only allowed to place inbound calls until 5 PM in the local time zone.

So, for example, a customer in Eastern time zone can call Agilent between 8 AM and 5 PM Eastern Time zone. After 5 PM Eastern, customers in Eastern time zone are told the Contact Center is closed. However, a customer in Mountain Time zone can call from 6 AM Mountain until 5 PM Mountain. In Pacific time zone, we all customers to call from 5 AM Pacific until 5 PM Pacific time zone.

This is accomplished by the checking the Area code of all inbound calls and performing a database lookup to cross reference the Area code with a time zone. Then appropriate schedules are checked for each time zone in the US and Canada.

We have now implemented BCM callback functionality for the model queues.

we quickly realized that the callback scheduling should also take into account the area code and time zone of the callback number provided by the customer. Ideally, the same checks and open close decision would be made as outlined above for inbound calls.

Rather than calling the customer back after the customer’s business hours, i.e., 5 PM local time zone, we should resume calling the customer back the following morning.

Example: A caller in Eastern time zone requests a callback at 4:30 PM Eastern time. The customer leaves work for the day at 5 PM Eastern time, and Agilent’s IVR is closed after 5 PM for inbound callers in Eastern time zone, so SAP Contact Center should not continue to return callback calls between 5 PM and 8 PM Eastern, when the entire North America Contact Center Closes. Instead, we should return the call at or after 8 AM Eastern time, the following morning. However, had this been a Pacific time zone callback, we should continue to return calls until 5 PM Pacific time zone. If we do not reach the caller who is located in pacific time zone by 5 PM, Contact Center closing hours, then the system should return the call after 8 AM Pacific time the following morning.

Do you have any idea how the same logic could be used for Automated callour requests made from SAP?

Looking forward to your suggestions.

Thanks,
Sanjay Sarda