Simplify an Emergency Evacuation Trigger

[Peter Valdes]

I'm currently trying to simplify an emergency evac script. At the moment it's not triggering the change to the emergency prompts when activated.

Scenerio:

Call Center A
Dial : 2777 (2777_trigger.aef)
Prompt Voice – please enter your pin
Pin - 12345
The "EMERGENCY" message is currently inactive, please press 1 to activate the message
Pressed 1
The "EMERGENCY" message has been successfully activated…

At this stage all inbound calls for Call Center A should be redirected to an EMERGENCY prompt stating that due to an emergency the office is closed and then call is then terminated.

Once all is clear, user in Call Center X dial 2777, goes through the prompts and deactivate the "EMERGENCY" message. All inbound calls for Call Center A will forward to the usual business call flow to the agents.

The nz_cs_emcheck.aef is meant to check if the XML file has a value of "1" when activated from dialing 2777. If "1" is presented, then sends a value of "true" back to the script forum_emergencyscript.aef (If(AdhocMsg) > True.

NOTE: This should not affect Call Centers B, C and D which is also part of the same UCCX cluster.

Sorry for the caps.

Hope this makes sense....

Thanks

[Anthony Holloway]

If you want a simple version, here's something to try.  It keeps the Emergency routine inside of the Call Center script, but uses a different phone number (Trigger) to detect what you're trying to do.  Either manage the status, or call the Call Center.

The repo_user can be any CUCM End User account, as long as the PIN is set and you know what it is.

I'm using a plain TXT file as opposed to an XML document, because you don't NEED the stucture of XML here, just a simple container holding a value.  The document should be uploaded to the repository first, otherwise you'll have to build in some exception handling.

Which brings me to, you'll likely want to make this a little nicer for the user.  I've created the bare bones framework to make this work.  E.g., Soft sounding error messages, and more retries.

Triggers

1000 - Call Center A Main Number
1001 - Call Center A Emergency Management

Application

Call Center A

Script

call-center-a.aef

Script Variables

String pin = ""
User repo_user = USER[uccxadmin]
String called_number = ""
String current_status = ""
String filename = "call-center-a.txt"
Document emergency = DOC[call-center-a.txt]

Script Steps

Start
Accept (--Triggering Contact--)
Get Call Contact Info (--Triggering Contact--)
Switch (called_number)
  1001 - Emergency Management
    Goto Emergency Management Routine
  Default
    Goto Check for Emergency Closing
Label Emergency Management Routine:
pin = Get Digit String (--Triggering Contact--, enter_pin)
  Successful
    Authenticate User (repo_user, pin)
      Successful
        Label Play Current Emergency Status:
        Set current_status = emergency
        Play Prompt (--Triggering Contact--, current_setting_is)
        Switch (current_setting)
          "1" = Emergency
            Play Prompt (--Triggering Contact--, emergency)
          Default
            Play Prompt (--Triggering Contact--, default)
        Menu (--Triggering Contact--, emergency_menu)
          1 - Normal Mode
            Set current_status = "0"
          2 - Emergency Mode
            Set current_status = "1"
          Timeout
          Unsuccessful
        Upload Document (repo_user, L[], filename, current_status)
          Successful
            Delay 3 sec
            Goto Play Current Emergency Status
          Unsuccessful
      Unsuccessful
  Timeout
  Unsuccessful
End
Label Check for Emergency Closing:
Set current_status = emergency
Switch (current_status)
  "1" = Emergency
    Play Prompt (--Triggering Contact-- emergency_msg)
    Terminate (--Triggering Contact--)
    End
  Default
...Continue with normal call center logic...
End

[Peter Valdes]

Thanks Anthony.

I tried it and works as expected. The problem I will face is if Call Center B, C or D wants to use the same function. That would require utilizing a unique DID number per call center.