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Is it possible to route activities to on call shifts? — Cloud Customer Connect
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Is it possible to route activities to on call shifts?

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Summary:

We have a need to schedule jobs to Technician's who have on-call shifts

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Our front office Planning team work from 07:00 - 20:00, these hours are shorter on weekends. However, we have urgent jobs coming in throughout the night. These are manually phoned out to Technicians by an office team that doesn't use OFS, the Technician will then email in an update. It's a messy, admin heavy process.

We would like to have a routing plan that operates overnight that can assign these jobs to Technicians. I'm testing this at the moment and I can see that the activity filter is picking up the jobs and the resource filter is picking up the correct resource (identified by the on-call shift they have). However, when the routing plan runs the jobs do not assign.

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