There is a big typhoon hitting our region this weekend, which reminds me of the Emergency Routing feature where you can associate an Emergency Group with your emergency flow, and activate/deactivate the Emergency Routing.

I am just wondering how your emergency flow would look like, any gotchas/tips you have learned, etc.  For example, do you simply provide a prompt that says something like "our call center is less staffed today, so you would expect a longer wait time", do you simply say "our call center is not open today" and then hang up, or do you direct customers to callback/SMS/etc. for later treatment/self service?

Let me know when you have time! Thanks in advance.
#Routing(ACD/IVR)

------------------------------
Hiroto Masaki
Premier Financial
------------------------------

It really depends on if you're going to have anyone in - if it's for an actual emergency such as the Typhoon I would assume not, much easier to just point your emergency group to a message that plays and disconnects, in which you can say "please try again later", or whatever phraseology you care to use.

------------------------------
Gordon Thomson
Actavo
------------------------------

Original Message:
Sent: 10-11-2019 21:37
From: Hiroto Masaki
Subject: please share your Emergency Routing practice!

There is a big typhoon hitting our region this weekend, which reminds me of the Emergency Routing feature where you can associate an Emergency Group with your emergency flow, and activate/deactivate the Emergency Routing.

I am just wondering how your emergency flow would look like, any gotchas/tips you have learned, etc.  For example, do you simply provide a prompt that says something like "our call center is less staffed today, so you would expect a longer wait time", do you simply say "our call center is not open today" and then hang up, or do you direct customers to callback/SMS/etc. for later treatment/self service?

Let me know when you have time! Thanks in advance.
#Routing(ACD/IVR)

------------------------------
Hiroto Masaki
Premier Financial
------------------------------

Thanks Gordon for a response. "It really depends on if you're going to have anyone in -" --> Yes, I agree..

------------------------------
Hiroto Masaki
Premier Financial
------------------------------

Original Message:
Sent: 10-14-2019 09:02
From: Gordon Thomson
Subject: please share your Emergency Routing practice!

It really depends on if you're going to have anyone in - if it's for an actual emergency such as the Typhoon I would assume not, much easier to just point your emergency group to a message that plays and disconnects, in which you can say "please try again later", or whatever phraseology you care to use.

------------------------------
Gordon Thomson
Actavo

Original Message:
Sent: 10-11-2019 21:37
From: Hiroto Masaki
Subject: please share your Emergency Routing practice!

There is a big typhoon hitting our region this weekend, which reminds me of the Emergency Routing feature where you can associate an Emergency Group with your emergency flow, and activate/deactivate the Emergency Routing.

I am just wondering how your emergency flow would look like, any gotchas/tips you have learned, etc.  For example, do you simply provide a prompt that says something like "our call center is less staffed today, so you would expect a longer wait time", do you simply say "our call center is not open today" and then hang up, or do you direct customers to callback/SMS/etc. for later treatment/self service?

Let me know when you have time! Thanks in advance.
#Routing(ACD/IVR)

------------------------------
Hiroto Masaki
Premier Financial
------------------------------

No problem- hope it passed and everyone is ok!

------------------------------
Gordon Thomson
Actavo
------------------------------

Original Message:
Sent: 10-14-2019 17:55
From: Hiroto Masaki
Subject: please share your Emergency Routing practice!

Thanks Gordon for a response. "It really depends on if you're going to have anyone in -" --> Yes, I agree..

------------------------------
Hiroto Masaki
Premier Financial

Original Message:
Sent: 10-14-2019 09:02
From: Gordon Thomson
Subject: please share your Emergency Routing practice!

It really depends on if you're going to have anyone in - if it's for an actual emergency such as the Typhoon I would assume not, much easier to just point your emergency group to a message that plays and disconnects, in which you can say "please try again later", or whatever phraseology you care to use.

------------------------------
Gordon Thomson
Actavo

Original Message:
Sent: 10-11-2019 21:37
From: Hiroto Masaki
Subject: please share your Emergency Routing practice!

There is a big typhoon hitting our region this weekend, which reminds me of the Emergency Routing feature where you can associate an Emergency Group with your emergency flow, and activate/deactivate the Emergency Routing.

I am just wondering how your emergency flow would look like, any gotchas/tips you have learned, etc.  For example, do you simply provide a prompt that says something like "our call center is less staffed today, so you would expect a longer wait time", do you simply say "our call center is not open today" and then hang up, or do you direct customers to callback/SMS/etc. for later treatment/self service?

Let me know when you have time! Thanks in advance.
#Routing(ACD/IVR)

------------------------------
Hiroto Masaki
Premier Financial
------------------------------