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.
SIP traces provide key information in troubleshooting SIP Trunks, SIP
endpoints and other SIP related issues. Even though these traces are in
clear text, these texts can be gibberish unless you understand fully
what they mean. This document attempts to br...
Please find the attached HTML document, download and open it on your PC.
This provides an easy to use form where you simply answer a few
questions and it will render the proper jabber-config.xml file for you
to copy/paste. There is built in logic to verif...
CUCM Database Replication is an area in which Cisco customers and
partners have asked for more in-depth training in being able to properly
assess a replication problem and potentially resolve an issue without
involving TAC. This document discusses the bas...