One thing I've seen customers do in this case is to create a Data Table (Admin->Routing->Data Table). The table can contain a single row with the following:
- Key ('emergency')
- Closed (boolean)
- From (String)
- To (String)
- PromptName (String)
From Architect you would read the Data Table for the 'emergency' key to retrieve the values in the single row. You can evaluate if 'Closed' is true or false. If true, then you are in an emergency situation and you and use any addition fields to play a TTS message or a pre-recorded Prompt file.
Using roles and permissions you can give the appropriate employees access to the Data Table so that is can be easily updated to control the emergency closure scenario.
------------------------------
Jim Crespino
Director, Developer Enablement
Genesys
https://developer.genesys.com------------------------------
Original Message:
Sent: 04-08-2019 16:10
From: Charaf Eddine Chemlal
Subject: Exceptional Closure
In my use case, I just want to have a control over the prompt that I want to play to customer calling, and not to transfer to another Emergency Group.
Something like : "We are exceptionally closed from ______ to ______ on ______".
knowing that this information will be stored somewhere and we can easily modify the schedules as we want using TTS after.
------------------------------
Charaf Eddine Chemlal
Dimension Data France
Original Message:
Sent: 04-08-2019 15:41
From: George Ganahl
Subject: Exceptional Closure
Have you looked at the Emergency Groups feature for playing specific schedules during an emergency situation (i.e., an exception)?
https://help.mypurecloud.com/articles/emergencies/
------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
Original Message:
Sent: 04-08-2019 15:23
From: Charaf Eddine Chemlal
Subject: Exceptional Closure
Hello,
In case of Exceptional Closure of the Call Center, we are wondering if there is a way to read time information from an application, Then play this prompt (TTS) to prevent the customer calling that we are closed. for example : "We are exceptionally closed from ______ to ______ on ______".
This message can be changed depends on the circumstances of the closure ? (From Architect ? )
How can we accomplish that ?
Regards,
#Implementation
#PlatformAdministration
------------------------------
Charaf Eddine Chemlal
Dimension Data France
------------------------------