We currently have a standard script that gives a caller some options then selects a resource group first the caller tries to get through to an agent or queues them.
I need to prepare for the event if no agents can get into the office. So far we have CAD installed on remote laptops and people VPN in and use IPC as the phone. The only issue with this is most people have a poor adsl line so voice is effected. Is there a way we can have calls come into the queue then if emergency mode is enabled it will try a pre set list of numbers i.e mobiles or home phones etc. but if they are not answered they come back into the queue. I presume if we did some thing like this we could not sue CAD to manage ready not ready etc. interested to hear how other people do this