Plan to Transition from Routing Strategies to Business Hours

Some customers who have been on Webex Contact Center for some time may still be leveraging Routing Strategies (RSs) instead of the newer feature of Business Hours (BH). Here are some simple ways to transition from RSs to BH node.

1. Routing Strategy Review and Conversion

   1. First review your routing strategies and identify the hours of operation for the Entry Points the associated RSs

   2. Document your hours of operation in a document or spreadsheet similar to the attached

   3. Don’t forget to review your Global Strategies to identify any overrides

   4. Analyze your spreadsheet to identify potential groupings for Business Hours creation

   5. Convert the RS information to a format that can be uploaded to Business Hours in Control Hub

   6. Identify all Holiday routing and Override routing from normal RSs and Global RSs

   7. Download the Business Hours template under Bulk Operations

   8. Complete the Business Hours template spreadsheet and upload in Bulk Operations, including Holidays and Overrides

2. Flow Adjustment with Business Hours

   1. There are two primary ways of moving to Business Hours nodes in your flows:

      1. Add BH node into existing flows

      2. Create BH flow in front of existing flows

   2. The option you choose will largely depend on how complicated your flows are, and how proficient you are in developing flows.

   3. Existing Flows

      1. Using the documented RSs information, make a copy of all the flows associated with the EPs - these copies will be used to develop and test the Business Hours conversion outside of your production environment

      2. In the copied flow, add the Business Hours node - typically it will be placed at the beginning of the flow

      3. Add additional routing required for after hours, holiday, and override outputs from the BH node.

   4. BH Flow in Front

      1. Create a new flow

      2. Add the BH node

      3. Connect the business hours output to a GoTo node and reference the existing production flow

      4. Connect the afterhours, holiday, and override outputs to the appropriate flows using GoTo nodes

      5. If afterhours, holiday, and override flows do not exist, you can either create separate flows for each, or create the routing directly in the BH flow

   5. Testing

      1. In either creation scenario, testing your flows are key to a seamless and painless migration

      2. Use a test number and test Entry Point

      3. Associate the BH flow or copied production flow to the EP

      4. Test the flows and make adjustments as needed

   6. Go-Live

      1. When you are ready to go live with your BH flow migration, confirm again you have tested all use cases for your business hours, afterhours, holiday, and override experiences

      2. Determine a date to conduct migration activities

      3. After hours is typically best practice for executing a migration

      4. BH Flow Go Live

         1. When ready to go live, simply go into each EP and change the Flow to the new production flow you created

         2. Selec the “Live” version of the flow you published

      5. Copied Flow Go Live

         1. When ready to go live, simply go into each EP and change the Flow to the new production flow you created

         2. Selec the “Live” version of the flow you published

      6. Test each production change to validate functionality

   7. CONGRATULATIONS! You did it! You have migrated from Routing Strategies to Flows!

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