Genesys Cloud (formerly PureCloud)

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Emergency Messaging

  • 1.  Emergency Messaging

    NEW MEMBER
    Posted 03-19-2021 14:48

    Is there a feature that would allow us to temporarily play an announcement to all callers currently on hold, and new inbound calls, in the event of a sudden increase in hold times?


    #Unsure/Other

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    Chris Brinkoetter
    Sonic.net
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  • 2.  RE: Emergency Messaging

    Top 25 Contributor
    Posted 03-19-2021 20:39
    HI Chris

    You can make use of calling Data Actions both during your inbound call flow, and within your in-queue call flow.  For the in-queue call flow you can already play them estimated wait time and position in queue, but because the in-queue call flow essentially loops by default you could also put a Data Action in there to check something about the queue every x minutes or something.  I'm doing something similar to check if the emergency routing has been activated, or if suddenly there are no agents interacting or idle.  In the case of someone already in queue though, not sure what value there would be in doing your messaging as technically they should still be keeping their place in the queue.

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 3.  RE: Emergency Messaging

    NEW MEMBER
    Posted 23 days ago
    Vaun,

    Thanks for the quick response. There are times when a system outage has been discovered and our customers are suddenly faced with significant hold times. We would prefer to communicate that situation to anyone on hold so that people have an opportunity to hang up instead of waiting, only to be told that we are working on the issue and services will be restored shortly.
    Additionally, those people calling about other issues will have their wait time decrease and we can provide a better experience for them as well.
    As before, any suggestion or information is appreciated.

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    Chris
    Sonic.net
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  • 4.  RE: Emergency Messaging

    Posted 13 days ago
    Hi Chris,

    I am assuming that the "system outage" is something not related to Genesys Cloud and does not impact the call routing decision.

    You can create a data table with a boolean attribute that you can set to true or false.
    So, every time there is a system outage you just have to set this variable to true and your call flow will play a custom message to the customer.

    https://help.mypurecloud.com/articles/data-table-lookup-action/

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    Paulo Mesquita
    Spark NZ Trading
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  • 5.  RE: Emergency Messaging

    Posted 12 days ago
    Chris,
    Most of our clients create an emergency schedule that you can turn on in the ADMIN/ Emergency Groups section.  You can program the same emergency 'schedule' for multiple call flows.  An emergency schedule could also take a caller to an alternative menu, play an alternate message and terminate the call, send to a different, go to a voicemail box, etc.

    ARTICLE:  https://help.mypurecloud.com/articles/emergencies/

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    Nathan Smith
    ConvergeOne, Inc.
    ndsmith@convergeone.com
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  • 6.  RE: Emergency Messaging

    Top 25 Contributor
    Posted 12 days ago
    Unless the permissions have finally changed, one of the problems with trying to use the actual in-built emergency routing function is that the user needs telephony admin to be able to control this if I recall.  Which means they have access to some other things that may not be ideally opened up.

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 7.  RE: Emergency Messaging

    Top 25 Contributor
    Posted 11 days ago

    Vaun, you are correct. I won't mention details of how we got around that in Engage Cloud as it doesn't pertain here. However, I am going to look into it for Cloud and see if something similar can be done.  Essentially it is layering another level of security and permissions over an admin role. That web page only allows very specific actions to be performed by the "non-admin."

    For Chris at Sonic.net, we performed the announcement of the system outage (this was for internal use only, not customer facing) and if the caller wanted a callback, we offered it.  However, that required our multiple callback offer functionality. Offering callbacks multiple times to a caller is a capability is custom work we did for Engage Cloud and I am looking into doing the same for Cloud. Not an overnight solution, I realize!



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    Kevin Brown
    Cognizant Technology Solutions

    I've been working and playing with Genesys since 1995
    Arizona, USA
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  • 8.  RE: Emergency Messaging

    Posted 11 days ago
      |   view attached

    I saw this on a public website before, thought I don't remember the source, if this helps.



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    Nathan Smith
    ConvergeOne, Inc.
    ndsmith@convergeone.com
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  • 9.  RE: Emergency Messaging

    GENESYS
    Posted 11 days ago
    We broke out the permissions so you can manage just the emergency groups last year: https://help.mypurecloud.com/articles/activate-or-deactivate-an-emergency-group/

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    Lucie DeCristofaro
    Genesys - Employees
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