{
"phone_number": "+1234567890",
"agent_assignment": {
"type": "skill_based",
"rules": [
{
"skill": "sales",
"agents": ["agent_123", "agent_456"],
"priority": 1
},
{
"skill": "support",
"agents": ["agent_789", "agent_012"],
"priority": 2
}
]
},
"ivr_config": {
"greeting": "Welcome to our service",
"menu": [
{
"option": "1",
"text": "For sales, press 1",
"action": "route_to_sales"
},
{
"option": "2",
"text": "For support, press 2",
"action": "route_to_support"
}
]
},
"queue_settings": {
"max_size": 10,
"max_wait_time": 300,
"music_on_hold": true,
"announcements": {
"interval": 60,
"text": "Thank you for waiting. Your call is important to us."
}
},
"business_hours": {
"timezone": "America/New_York",
"schedule": {
"monday": ["09:00-17:00"],
"tuesday": ["09:00-17:00"],
"wednesday": ["09:00-17:00"],
"thursday": ["09:00-17:00"],
"friday": ["09:00-17:00"]
},
"holidays": ["2024-12-25", "2024-01-01"]
}
}