BCM emergency routing

[efac]

Is there any way on the BCM to have all ACD queues go to an emergency queue for routing (i.e. Fire alarm in building, etc..). I used have a Cintech ACD and it had a feature code for Emergency where you can pre-configure an emgerency routing and active it with a feature code on a phone.

I know I can manually change this or setup a overflow but would be better to have a specific message for this kind of thing. Wondering what others do on their BCM.

 

[3Sixty]

Hi Efac

Can you explain what exactly you are trying to do. Sorry to be a pain but I do not completely understand.

Marshall

Do you want all the calls to ring if you have a fire alarm or an emergency for incoming calls or something.

http://www.marshallshouse.co.uk

 

[efac]

I would prefer if I had a preconfigured queue that had an emergency message where I can route all lines to using a feature if the event of a fire alarm or emergency.

What do you do on the BCM to cover emergencies if you have to evacuate?

 

[3Sixty]

Are you going to be one site to switch the emergency service on.

Marshall

http://www.marshallshouse.co.uk

 

[efac]

Is there an emergency service? IF so, how does it work. In terms of sites, I have 4 with BCM's and would like them all confirgure with an emergency setup.

 

[3Sixty]

The best way I can think of setting this up is to use the non business parameter on the greeting table. That way when you need to use the emergency parameter, you can log in as the operator on the phone and set the business to close. That way it will play the non business message.

Marshall

http://www.marshallshouse.co.uk

 

[efac]

What happens to lines that are pointing to ACD queue's? They are not configured on any Greeting Tables.

 

[BCMprogrammer]

In mrmarshal's scenario you could simply insert a greeting table and make it almost transparent to the customer, with the use of CCR Home Transfer Node. Then you would have use of the non-business hours greeting.

 

[3Sixty]

You can also set the auto attendant up on the line and then set the auto attendant to not answer the lines. Again this is done by logging in as the operator and setting answer lines to no and yes.

If it is a call center then you could have a rule that when all agents are logged out it goes to a emergency message. That might create a few problems but apart from that the only other option is to use the system night service and the call forward an extension to a voicemail with the emergency message.

Marshall

http://www.marshallshouse.co.uk