03-13-2019 07:35 AM
I am being tasked to create a solution where a group of oncall service desk staff would be called based on senority. They would have to be able to ACCEPT the CALL or REJECT the call. This action and informaiton would be captured and sent in an email to the supervisor. The process at a high level would go like this.
Call flow
Solved! Go to Solution.
03-14-2019 09:55 AM
03-20-2019 06:55 AM
There are a few choke holds you'll find by trying to do this with CCX. The customer's call is the trigger then CCX passes on the information to some other system outside of CCX to do all the escalations. For example, if you used Jira you could create a workfllow where a ticket is created and if it's not assigned to anyone it starts to send emails or SMSes out until someone takes it over. This could track who all got an email and who all accepted the ticket and how long the whole process took. Most ticket management systems should have this kind of functionality.
david
03-14-2019 05:41 AM
This is probably not what you want to hear, but creating this in CCX is going to be pretty tough maybe even impossible. You will spend half the time solving for this using a cloud telephony provider like Twilio. The biggest issue you have is how do you bridge the calls and how to handle when a resource doesn't accept the call.
david
03-14-2019 09:55 AM
03-19-2019 04:36 PM
I am thinking it could involve Informacast or UCCX script to make the notification of a call and another ONCall Call in number that has access to the saved ONCAll event. Then the oncall agent could be prompted by the script to accept or reject. If accepted, get the recorded message then be asked to be connected to the caller who requested to be contacted. If rejected write the rejection to the other script table and .... well here is where that chokes, how would the other script know to dial the next oncall person ? UHG !!!
03-20-2019 06:55 AM
There are a few choke holds you'll find by trying to do this with CCX. The customer's call is the trigger then CCX passes on the information to some other system outside of CCX to do all the escalations. For example, if you used Jira you could create a workfllow where a ticket is created and if it's not assigned to anyone it starts to send emails or SMSes out until someone takes it over. This could track who all got an email and who all accepted the ticket and how long the whole process took. Most ticket management systems should have this kind of functionality.
david
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide