Can you use two timeplans within a call flow

Liberty Converse and Connect Advice
1

I have an unusual situation and I apologise in advance if I don’t explain this well but we have one department which open different hours to the rest of the Authority.

We use Contact Portal and have a back up that if the system can’t understand the customer, calls are diverted to our Customer Services team who can redirect. Out of hours the calls go to an IVR to filter and redirect to the correct out of hours service.

The situation I have is that, if a customer calls between 8 and 8.30 and isn’t directed correctly and goes to Customer Services the Out of hours IVR kicks in and treats as out of hours but, the one department are actually working.

The only solution I can think of is to have a second timeplan after the Out of hours IVR just for the option where the department is open so the call flow would go

Timeplan>OOH>IVR>Option 1(department that is open)>second Timeplan (department closed/open)

I have never put a second timeplan into a dialogue and don’t know if this would work so I’m hoping for some advice.

2

Hi Cathy, I have pinged you a PM, use the link to give me a call and we can work through it.

3

Thank you for your help Jonathan.
Following your advice I have been able to add an additional timeplan to the dialogue to deal with calls for our Repairs department opening hours. The dialogue has an initial timeplan followed by an Out of hours IVR which now has a second timeplan when the option for repairs is selected.
A nice clear solution to what seemed a complicated problem, thank you