Hello Team,
Currently, our business uses the Emergency Group activation whenever agents need to attend a team meeting, as well as during actual emergencies when operations must be stopped. In both scenarios, the same emergency message is played to callers.
The business would now like to differentiate between these two situations:
- Actual Emergency: Continue using the existing Emergency Group and emergency announcement.
- Team Meeting: Play a different announcement informing callers that agents are currently attending a scheduled team meeting, while still allowing supervisors to easily enable and disable the announcement.
For actual emergencies, we can continue to trigger the message through the Emergency Group functionality. However, we are looking for the best approach to implement a separate trigger for team meetings that supervisors can manage themselves.
Has anyone implemented a similar requirement? If so, could you please share the recommended approach and any best practices?
Thanks in advance for your suggestions.
#Architect------------------------------
Rizvi Zeeshan Haider
------------------------------