UCCX Revert Changes without Human Intervention

[Rafael Garcia]

Hi Everyone,

 We have quite a few customer-facing scripts that need to be modified during holidays and for other reasons. The problem I am running into is that we tend to let's say: 1. Close the queue at an earlier time but we forget to remove the change causing issues and 2. Similar issues happen with the Prompts (greetings). I would like to automate this as much as possible and/or provide the end-user the responsibility of doing do thru something simple.

Any ideas.

Thank you.

[Mike_Brezicky]

In version 10/11 I ended up having a custom API call into a database which tracks a mode (open/closed/holiday) in order to not modify the scripting and the supervisors had control over the mode alterations.

I would suggest looking at 12.x and the new queue / calendaring management. You can set it up so that the supervisor can modify the holidays, open hours, and the prompts for the application all within Finesse.

[Konstantin Vaksin]

You can check developer guide
https://developer.cisco.com/docs/contact-center-express/#!configuration-api-overview/what-is-the-unified-contact-center-express-configuration-api

Kostia