One of the features used on UCCX is Supervisors needed to have an announcement played on IVR at specific point in the call flow. So we'd have a separate number provisioned for them to dial. CCX script for that number would save announcement in prompt management repository and update parameter in an XML file to be TRUE. So TRUE would mean a message has been recorded and that XML can now be referenced from any UCCX script. So we'd typically reference it from our main IVR script, check the parameter using standard IF check and play the message they had recorded. When they didn't need the message they would dial another number which changes the XML parameter to FALSE so it won't play the message. this has worked a treat for more than a decade.
I cannot find in Webex CC other than giving supervisor access to flow designer to achieve this. is there a way in Webex contact centre to do the same ? From what I can see global routing strategy is one way but I only need to add announcement at specfici point in the flow so don't think another routing strategy would be the answer.
Appreciate any feedback please ! thank you.
