Sorry new here. This is a function that we had in our 10 year old system and I am being told it can't be done.
I manage an IT Service Desk. I would like functionality that allows the Supervisor of the service desk to put a front end message (FEM) - a message that plays before anyone gets to the queue to let people know that we have a major incident that is affecting a particular service and we know about it. That way people can hang up if they are reporting that problem or send them to a portal where they can create a "me too" incident ticket.
Is there a way to allow this? Obviously we don't want them to be able to change any other call flow. Just add a message, and be able to remove it when the incident is fixed.
I couldn't find anything in the documentation, but I think my terminology is old:)
#ArchitectureandDesign#Routing(ACD/IVR)#SystemAdministration------------------------------
Shane Passmore
Maximus Canada Services Inc.
------------------------------