Hi!

To help our phone customers know that there is an issue affecting our service, we would like to get out an announcement advising customers of the issue when they call in.

As we have it right now, a customer calls into our main line, presses an option for Support (through the Inbound Call flow), and is then transferred to our Support queue (which is then picked up by the In-Queue flow).

We've implemented a very not-so-great solution of copying our existing Inbound Call flow, added a TTS to our Pre-Transfer Audio with details of the issue, and then manually switch the Call Routing settings for our main number to use that copied Inbound Call flow.

We tried instead copying our existing In-Queue flow but discovered when the message plays, analysts are still able to answer the call thus interrupting the message.

Does anyone have any recommendations on how they would or have set up such a system? (Or can at least point us in the right direction on what we could do?)

Thanks!
#ArchitectureandDesign
#Routing(ACD/IVR)
#SystemAdministration

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Travis Tubbs
Bypass Mobile
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You could put your service announcement in a data table, and use the Lookup Data Table action in the flow to get the text of the announcement to play.  Put this in your inbound flow; there is no way to prevent an agent becoming available from interrupting the in-queue flow.

https://help.mypurecloud.com/articles/work-with-data-tables/

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 02-18-2019 18:05
From: Travis Tubbs
Subject: Recommendations for Setting Up a Service Alert Announcement for Customers

Hi!

To help our phone customers know that there is an issue affecting our service, we would like to get out an announcement advising customers of the issue when they call in.

As we have it right now, a customer calls into our main line, presses an option for Support (through the Inbound Call flow), and is then transferred to our Support queue (which is then picked up by the In-Queue flow).

We've implemented a very not-so-great solution of copying our existing Inbound Call flow, added a TTS to our Pre-Transfer Audio with details of the issue, and then manually switch the Call Routing settings for our main number to use that copied Inbound Call flow.

We tried instead copying our existing In-Queue flow but discovered when the message plays, analysts are still able to answer the call thus interrupting the message.

Does anyone have any recommendations on how they would or have set up such a system? (Or can at least point us in the right direction on what we could do?)

Thanks!
#ArchitectureandDesign
#Routing(ACD/IVR)
#SystemAdministration

------------------------------
Travis Tubbs
Bypass Mobile
------------------------------