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Call in Queue, emergency situation

Sep 08, 2013 09:46 PM PDT
Calvin Strohl
Benco Dental Company
Looking for a way to handle calls already in queue, and call center goes into emergency mode such as a fire drill. Currently we log in a dummy user that redirects all new incoming calls to a message that the call center is temporarily unavailable. Our problem is we have no way to notify the callers already in queue about the emergency situation. The callers will sit in queue until after the emergency has passed or they hang up. I have asked this question to Shoretel in the past and they said there is nothing we can do, since we only have one call center and can't roll over to a second location. Wondering if anyone has a similar situation and came up with a solution. Running ECC 7 and Shoretel 12.3.
Dec 06, 2013 04:32 AM PST
Damian Galindo
Global CTI Group
How about in the form of an announcement that has a database lookup to see if an emergency situation exists. Then a decision based off that could route the caller to an AA or play a different message.

1) Caller is in queue with an announcement script being played every 90 seconds.
2) Script includes a database lookup to a table with a column called EMERGENCY_STATUS. Value is either 1 or 0.
3) Script decision based on CP field. If = 1 then Play file Emergency.wav then hang-up or transfer to outside number via a Route Point. If False continue with script and queue.

This way every 90 seconds the script will update the CP field and process the decision for each caller. This can even be integrated into a mandatory or initial script as the person enters the call center to redirect them immediately.


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