Emergency Announcement

[alberto.guadarrama@echo.com]

Hello All

We have an IT call center queue and we are looking for options to play a prompt when there is an outage so callers know what is happening instead of having them to wait and open up a ticket for their issue. I have accomplish this in other platforms by activating a "DR or Outage" agent in the system and by putting a condition in the system that tell the system to play that prompt or announcement IF  that agent is logged in, if not they calls will keep with the regular flow.

Is there a way to do this in UCCX? we have uccx premium 12.5 

Thanks in advance.

[david.macias]

This is very doable and you have a bunch of different options.

- Use an XML file that sets the outage flag.

- Login an agent to an outage queue and check the script for outage queue being staff.

- Go to an API to check an outage flag.

My recommendation would be to use an XML file which has an outage flag and an outage prompt to play. The flag can be toggled on and off and a new outage message can be recorded via another script. Then the main script checks the flag and then plays the outage message in the file. There are a ton of resources out there that show how to read an XML file.

david