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  • 1.  Emergency Routing

    Posted 07-10-2018 03:43
    No replies, thread closed.
    Though emergency routing is described to be used for emergencies, could I use it for re-routing to play a high call volume audio on designated inbound IVRs?

    The action seems simple and not complicated across multiple admins to activate.
    Operate a copied floor with the additional audio and apply it to the current call routing. Then when required use activate to direct the calls to hear the audio

    That would work wouldn't it, rather than fumble around with changing call routing and flows in architect?

    Your thoughts

    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
    ------------------------------


  • 2.  RE: Emergency Routing

    Posted 07-13-2018 01:57
    No replies, thread closed.
    You could but then if there was an actual emergency, you'd only be able to quickly activate the high volume audio. If you wanted to play an emergency prompt instead, it would require that you active the emergency plus make changes to your call flow.

    ------------------------------
    Lucie DeCristofaro
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Emergency Routing

    Posted 08-06-2018 00:07
    No replies, thread closed.
    Hi Lucie
    Is it possible to add more than 1 emergency route to a  call route?
    As I am unable to assign more than 1 inbound number to multiple call routing options for emergency setups.
    I have however created 5 emergency paths but without a call flow to follow in the configuration there doesn't seem to be an option to add more than 1. This would be handy to allow admins to quickly configure call flows rather than having to mess around with Architect.

    Also noticed that when attempting to add a emergency flow to the call routing option it clears previous schedule call routing, this can leave a user to not realized they have over ridden the existing option and for call flows not to effectively operate.
    This being said, when you opt to disable the emergency routing it will push the admin user to reconfigure the correct flows.

    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
    ------------------------------

    Original Message


  • 4.  RE: Emergency Routing

    Posted 08-09-2018 03:02
    No replies, thread closed.
    Today for voice, you can only have a single emergency flow linked to your call routing. We plan to offer schedule and emergency evaluation from within call flows, similar to how it's currently offered for emails and messaging flows. This would allow you to check any emergency and make decisions accordingly.

    ------------------------------
    Lucie DeCristofaro
    Genesys - Employees
    ------------------------------

    Original Message


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