Hi all, I have a call center that handles a wide variety of medical related calls for appointments etc. As of late, we have run into scenarios where all available appointments are filled and we can no longer accept patients (temporarily). As opposed to having our callers listen to multiple announcements dealing with COVID etc, the thought is to CLOSE the call center with an announcement giving further instructions. During this CLOSED status, the only option that will be announced/available to callers is 0 (operators). Being very new to scripting, I am looking for some advice on how to best accomplish this.
My initial thoughts were to CFA The single CTI RP to a Unity Call Handler but I would prefer to do this via scripting. Here is a snip of the script. My thoughts are to intercept the call right away as we do not want to give callers any options to menu's etc. For all intents and purposes, the call center will be closed for a specific reason outside of normal conditions.
Ive been lurking here for awhile now and there are some very bright folks here..i know someone has some sound guidance. Thanks very much in advance.
The simplest of these would IMHO be the XML option. Primarily because there are plenty of examples on how to use a XML file to store and sequentially retrieve a set value from it available.
If going down the XML file track my recommendation would be to create a separate script that the supervisor(s)/agent(s)/admin(s) can call to set the call center to a closed state. In this it would be advised to use some type of “authentication”, like a string of digits as a sort of pin or something similar, so that it is not possible for any random person to call the script and close the call center.
