Get Best Schedule

This Schedules tool returns the most appropriate schedule for a specified DateTime value.

Note: This tool is used by Interaction Attendant. While it is possible that this tool be used in other handlers, the handler author should have a solid understanding of CIC's IVR handlers, call flow, retrieving Directory Services (DS) attributes, and branching based on the values of DS attributes. These tools are currently used "out-of-the-box" in the Interaction Attendant handlers. They may be used outside of Interaction Attendant in a future release.

See Scheduling in the Interaction Administrator and Interaction Attendant online documentation for more information on creating and using schedules.

Inputs

Schedules To Compare

• A list of string value containing at least one entry. This list of string values is generated by the Get Schedules tool.

Date/Time

A DateTime value for which you want to find the best schedule. For example, suppose the Get Schedules tool returns a list of three schedules: SupportOpen, SupportClosed, and SupportHoliday. If the DateTime value that you specify here falls within the range specified for SupportOpen, then SupportOpen is chosen as the matching schedule. See Match Type for more information on this tool chooses schedules.

Match Type

Choose one of the options below:

• "First"
  Retrieves the first matching schedule from the Schedules to Compare list and assigns it to the Best Schedule output parameter.

• "Best"
  Retrieves schedules created with Interaction Administrator. The criteria for picking the best schedule are listed below:

1. Is this schedule active? Yes, continue on. No, discard it.

2. StartDate/EndDate comparison. These two values are configured in Interaction Attendant or Interaction Administrator. These two fields and the DatePeriod field define the effective date and time for comparison.

3. DatePeriod comparison.

4. StartTime/EndTime comparison.

5. For any schedules that made it this far, CIC uses Periodicity to determine the best schedule. Periodicity is checked in the following order:
   
   "Unplanned" - highest priority
   "One Time"
   "Repeat Yearly"
   "Repeat Monthly"
   "Repeat Weekly"
   "Repeat Daily" - lowest priority

6. If more than 1 schedule has made it to this point, the matching schedules have the same periodicity. The StartTime/EndTime of each schedule is used. The times that are closest to the start time would be returned.

7. If a schedule is referenced in both places, the Interaction Attendant schedule subentry is returned.

8. For an "Unplanned" schedule, a "live schedule" will be considered to be effective.

Outputs

Best Schedule

A string value containing the Directory Services path to the key containing the best schedule. If this value is empty, it means that no schedule matches.

Exit Paths

Success

This tool takes the Success exit path if the schedules are successfully queried. The query may be successful if the query returns no schedules.

Failure

This tool takes the Failure exit path if the Match Type value is empty or set to an invalid value.

Related Topics

Get Schedules