i've a trigger and an application tied to it for helpdesk, is there a way i can play alternate greetings using uccx script during outages , not using unity connection, can this be done directly from UCCX.
we want to play an alternate greeting during outages to inform callers of the major issues if any so that they don't proceed further and wait for the agents in the queue.
We use a place holder prompt. Under normal circumstances the prompt would have .5 seconds of silence. If there is an issue we record, the date/time what the issue is...then say if you need to speak to someone please hold. Then the call takes the normal call flow path. Once the issue is resolved replace the outage greeting with .5 seconds of silence.