Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Want to stop Call Back...
Service | Customer Service, Contact Center, Fie...
Answered

Want to stop Call Back 30 minutes before closing hours

(1) ShareShare
ReportReport
Posted on by Mr. Winger 17
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
Categories:
Dynamics 365 Contact Center
Skjermbilde 2025-...

Your file is currently under scan for potential threats. Please wait while we review it for any viruses or malicious content.

  • Verified answer
    Mr. Winger Profile Picture
    Mr. Winger 17 on at
    Want to stop Call Back 30 minutes before closing hours
    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.

  • Verified answer
    Muhammad Shahzad Shafique Profile Picture
    Muhammad Shahzad Sh... 765 Most Valuable Professional on at
    Want to stop Call Back 30 minutes before closing hours
    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.

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Ramesh Kumar – Community Spotlight

We are honored to recognize Ramesh Kumar as our July 2025 Community…

Congratulations to the June Top 10 Community Leaders!

These are the community rock stars!

Announcing the Engage with the Community forum!

This forum is your space to connect, share, and grow!

Leaderboard > Service | Customer Service, Contact Center, Field Service, Guides

#1
Muhammad Shahzad Shafique Profile Picture

Muhammad Shahzad Sh... 51 Most Valuable Professional

#2
Ramesh Kumar Profile Picture

Ramesh Kumar 42

#3
David Shaw_UK Profile Picture

David Shaw_UK 27

Last month Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans