doubt about UCCX

[mnkojima]

Is it possible in UCCX, that a supervisor in case of an emergency, record a custom message so that every incoming call hears that message and get disconnected instead of being assigned to an agent?

For example: let's say the internet link is down and every user tries to reach the service desk call center which gets overloaded because of it. Since the call center supervisor knows the problem, he records an audio message and redirects all calls to it. This way the call center does not get overloaded because of a known problem.

[Tanner Ezell · Accepted solution]

Absolutely, here's what I'd do:

Have a document (in the document repository), say "emergency.txt"

In your script do something like this

Set emergencyDoc = DOC[emergency.txt]

If emergencyDoc == "yes":

     true:

          Play Prompt (P[EmergencyPrompt.wav])

          Terminate Contact

    false:

      /* continue as normal */

Then have another script which your supervisors can call in to which basically sets the emergency to be yes or no:

sPIN = Get Digit String

if sPIN == "1234":

     true:

          authUser = Get User Info ( User ID: myadminuser )

               success:

                    Authenticate User ( User: authUser, password: myadminpassword)

                         success:

                              Menu Promp (P[SetOrClearEmergency.wav]):

                                   1 (Clear Emergency):

                                        Set emergencyDoc = "no"

                                   2 (Set Emergency):

                                        Set emergencyDoc = "yes"

                              Upload Document (emergencyDoc, "emergency.txt", authUser)

                                   success:

                                        Play Prompt (P[Success.wav])

                                        Terminate

something like that should work and be fairly simple to implement.

HTH

Edit:

Just wanted to address the audio recording part of the script. Its essentially the same as the emergencyDoc part but instead you use the Record step, put that into a document and upload that to EmergencyPrompt.wav.

[mnkojima]

Thank you very much Tanner

[mnkojima]

Just a question Tanner: is a txt file accepted by UCCX 8.5 (based on UCOS)?

[Tanner Ezell]

Absolutely.