Too bad you're not on v12 since Cisco has (finally) provided a native tool that does this from the web browser.
For versions 11.6 and prior... there are a few ways to go about this
- Custom development where you create a web interface that calls on CCE APIs that allows users to control the variables. This can also be done via App Gateway
- Purchase business hours tool from a third party like Aceyus or eGain
- Create a routing script that allows your users to call in and use DTMF to open or close a variable. This routing script can call a VXML application or you can do this without a VXML application - entirely up to you. And if they do close the contact center, you can run an admin script every night (middle of the night) to reset that variable.
Like I said... lots of ways to go about this. It all depends on how large this request is and how many supervisors/business units this is going to serve. The cheapest method is obviously the routing script method, but it does take time if you want to do it right and reduce confusion for your supervisors.
