Set variable for emergency closing greeting through TUI in UCCX 8.5

[Robert Rhodes]

My customer is currently running UCCX v8.5.1. They would like the ability to change the standard prompt in their ACD script to one for emergency closing or alternate operating hours through the telephone interface. The alternative prompts would be pre-recorded, they do not want to record on-the-fly and over-write existing prompts. They want functionality similar to the Emergency Alternate Greeting in Unity Express, including the use of a PIN to authenticate the user making the change. Is this possible and if so can you provide an example of how to script it? I saw a similar post for IPCC Express 5 from several years ago (https://supportforums.cisco.com/discussion/10185886/configure-alternate-greeting-emergency-closing) but it did not provide enough detail.

Thanks.

[djlundberg]

Hello-

What do you have so far?  

It is 100% possible to do and not too complicated.  Essentially you build an IVR script which updates an XML document living in the document repository; this will be your 'toggler' script.  The value could also live in an external database if you have Premium licenses.  In your IVR script you can control authentication in a few ways depending on what you're looking for.  Frequently this is hard coded in the script.

In the script that needs to check the value you can either have it read / parse that XML file directly or you can use a sub-flow to accomplish this if you will have multiple scripts / applications using the same logic.

Thanks,
DJ