Changing the script over the phone

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mmelbourne Wed, 04/04/2007 - 15:01
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I've done this in IPCC Express with a separate script which stores the status of the contact centre in an XML file. The Supervisor can dial into the management script (externally, if required) and enter a PIN and then close the contact centre. The main script for the contact centre then checks this XML file for the status, and if "closed" plays a generic prompt along the lines of "Due to unforeseen circumstances our offices are now closed...".

Also, whilst callers are in queue, this variable is checked periodically to ensure that callers are not left in queue if the contact centre is closed (e.g. a fire drill).

If an agent is Ready and a call is presented to that agent and the agent does not answer, the system takes the call back and places the Agent in a Not Ready state.

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