Changing the script over the phone

[tpahuja]

Folks,

what would be the easiest way to change a script over the phone. For example we should be able to change a script if the weather is bad so that people are notified that office will be closed?

Also, In IPCC if an agent is online and does not answer, does IPCC put him offline automatcially?

[mmelbourne]

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.

Please rate useful posts.

[tpahuja]

Could you please post your script, I would be more than happy to rate your post as it was very helpful.

Thanks

[mmelbourne]

My posting in another thread may give you some ideas:

http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=Unified%20Communications%20and%20Video&topic=Contact%20Center&CommCmd=MB%3Fcmd%3Dpass_through%26location%3Doutline%40%5E1%40%40.1ddc1e86/3#selected_message