Want to stop Call Back 30 minutes before closing hours

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Posted on by Mr. Winger

Hi everyone!

We are working with the call back function in Contact Center, but we wish to stop the opportunity to enter the call back queue 30 minutes before closing hours, to prevent that the support agents need to work overtime each day.

We are using a pretty standard setup, with two incoming queues, two workstream, and also a bot helping with some options in the voice call. The overflow handling is in the attached image. Was hoping to solve this with routing rules, and a separate queue that was a "no call back" queue, but I'm not able to do it based on time, as date is also a required field for the "Created on" rule.

Do anyone have an idea on how to solve this?

Thanks,

Simon

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Dynamics 365 Contact Center

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Muhammad Shahzad Sh... 2,373 Most Valuable Professional on at

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Use Power Virtual Agents + Power Automate:

When user selects callback, trigger a Power Automate flow.

In the flow, check current time.

If current time is within 30 minutes of closing, show message: “Callback not available now.”

Why Routing Rules Don’t Work:

“Created On” in routing rules requires a full date, not just time — so it can’t handle time-based logic alone.

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Mr. Winger 17 on at

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Thank you, Muhammad. That is actually a very clever solution. :-)

In the meantime I also came up with a different approach that also worked, so I will post it here so that anyone working on a similar problem in the future may have two options. This is the solution I came up with:

Inside the Workstream, I’ve added two routing rules—previously, we only had one. Both rules use the same condition (letting all calls in), but they’re prioritized in order.

The first rule routes to the “call back” queue. If this queue is available, Dynamics will use it. If it’s unavailable, for example, because it’s closed, Dynamics moves on to the second routing rule, which sends the call to the “no call back” queue.

Since the “call back” queue closes at 15:30, all new calls after that time are routed to the “no call back” queue instead. That queue is open from 15:30 to 16:00 and has a pre-queue condition that ends the call if it’s outside those hours. And because the call never touches the original queue, the pre-queue condition works as expected.

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