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  • 1.  Dynamic massage recording and queue closing

    Posted 06-18-2021 02:39
    Hello
    How possible is it to develop an Architect call flow for the below for the business where they can dial an IVR number to do the below when needed :
    1- Record and activate an upfront announcement on top of any queue may be to promote a product or even to announce some emergency  or difficulty then call continue as normal

    2- activate generic emergency announcement on any certain queue to close the queue in case of evacuation or emergencies  , even closing multiple.skills or the whole site which is a series of linked queues.

    Thanks
    #Routing(ACD/IVR)

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    Mahmoud Gomaa
    Individual Only Contact Account
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  • 2.  RE: Dynamic massage recording and queue closing

    Posted 06-19-2021 11:43
    Recording through Architect is on the roadmap.  You can use a data action in the call flow to turn on emergency routing now - you just have to have the greeting ahead of time.  Now what you should do is get an SMS number or Email address setup to allow someone to send in the message and activate the emergency message.  I did this for a couple of customers.  Essentially, they text the message and the message flow inserts into a table that is read by the emergency flow and turns on the emergency routing.  The flow reads the table for the text and plays it using TTS.  Allows manager to text and activate from just about anywhere.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


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