We have an internal IT Help Desk we are looking to move onto Genesys Cloud (I almost typed PureCloud!). This area has a simple IVR & call flow, but have one request we're struggling to design for. In cases were there are known system outages, they would like to record and play a prompt early in the IVR that indicates to the caller that a specific system is having issues. The idea is to deflect calls to agents when there is a known outage already being worked on. In order to do this, it seems to require that the person recording the prompt have access to use architect in order to record and to re-publish the flow. I don't want to grant this access, as it opens additional functionality that I don't want to grant them access to, such as to another area's flows. Our current engineers with Architect access don't want to be on the hook for recording prompts and publishing flows, as these updates could come at any hour of the day.
Help community! Anyone have suggestions on how to design a flow for this?
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Brett Williams
Consulting Architect
Principal -
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