Good day to you all. Yet again, I've humbly returned requesting your valuable assistance with a small matter!
I'm trying to fathom a way of splitting calls out, if the emergency login is "on" We recently have piloted home working using Nortel’s remote office from a RLC in our option 81.Everythings working hunky dory until we had a fire drill - standard procedures went ahead and the emergency code was logged into the phone - this sits at the top of our master script with:
IF NOT LOGGED OUT AGENT xxxxxxx THEN
OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT vs_emergency
END VOICE SESSION
DISCONNECT
END IF
All well and good i hear you say, however I want to try and keep home workers outside of the main contact centre to still take calls in an emergency situation , thus keeping the queues down a bit. - The problem initially is they are setup up exactly the same as our cc guys (skill sets etc)
What I want to try and do is still inform customers of a problem and route calls to home workers
problems\ideas so far.
1. The disconnect - loosing it and using an else\if statement (obviously)
2. Moving the emergency login code off the master and on individually to the child scripts - home workers aren’t skilled to take every call
3. Removing the emergency on certain key scripts so "bulk" calls continue as normal to logged in home workers (however getting 300 CC agents to log out in an emergency is not the easiest)
4. Letting the customer know there’s a problem and increase in wait time.
5. If there is a real problem (The Option 81 is on fire god forbid) there’s not a lot I can do anyhow.
I'm playing with a few ideas but was wondering if anyone else has a similar setup and solution
Ever grateful
Q
I'm trying to fathom a way of splitting calls out, if the emergency login is "on" We recently have piloted home working using Nortel’s remote office from a RLC in our option 81.Everythings working hunky dory until we had a fire drill - standard procedures went ahead and the emergency code was logged into the phone - this sits at the top of our master script with:
IF NOT LOGGED OUT AGENT xxxxxxx THEN
OPEN VOICE SESSION
PLAY PROMPT
VOICE SEGMENT vs_emergency
END VOICE SESSION
DISCONNECT
END IF
All well and good i hear you say, however I want to try and keep home workers outside of the main contact centre to still take calls in an emergency situation , thus keeping the queues down a bit. - The problem initially is they are setup up exactly the same as our cc guys (skill sets etc)
What I want to try and do is still inform customers of a problem and route calls to home workers
problems\ideas so far.
1. The disconnect - loosing it and using an else\if statement (obviously)
2. Moving the emergency login code off the master and on individually to the child scripts - home workers aren’t skilled to take every call
3. Removing the emergency on certain key scripts so "bulk" calls continue as normal to logged in home workers (however getting 300 CC agents to log out in an emergency is not the easiest)
4. Letting the customer know there’s a problem and increase in wait time.
5. If there is a real problem (The Option 81 is on fire god forbid) there’s not a lot I can do anyhow.
I'm playing with a few ideas but was wondering if anyone else has a similar setup and solution
Ever grateful
Q