Emergency Message for all inbound calls

[dustinpark]

Good Morning all!

I've been asked to add a "Crisis Message" to our phone system that our Front Desk Receptionist can activate via her console phone in case of emergency or crisis. This crisis will be in case of evacuation of our home office due to dangerous circumstances (IE. Weather, Gas Leak, etc.)

I've just recently been promoted into managing the phone system we have. The system is a 3 stack Definity G3SI and we have an Intuity Audix box also.

This is how phone calls enter our home office:

(800) number hits Vector 3
Vector 3 states:
01 wait-time 0 secs hearing ringback
02 goto step 9 if time of day is all 17:30 to all 08:00
03 goto step 9 if time of day is sat 12:00 to mon 08:00
04 collect 3 digits after announcement 497
05 route-to number 429 with cov y if digit = 0
06 route-to digits with coverage y
07 route-to number 429 with cov y if unconditionally
08 stop
09 collect 3 digits after announcement 499
10 route-to number 370 with cov y if digit = #
11 route to digits with coverage y
12 stop

At night, the attendant forwards her phone to another department that's responsible for after hours dispatch. Step 5 is the Front Desk Receptionist number. Step 4 is our day time message. Step 9 is our after hours message.

Is there a way to create a rule set that allows the receptionist to press a certain key function on her phone to allow people to hear a "Crisis Message" when they dial our main (800) line? I've looked in many forums, and I've tried looking into vector programming to see if there is a way this can be done. To this point, I'm still left with questions.

Any and all help will greatly appreciated on this matter.
Thank you all and have a safe day!
Dustin Park
IT and Phone Help Desk Technician

 

[koglass]

There is a couple way of doing that. If you use Skill base routing you could build an emergency skill. Have the Receptionist log into that skill and leave. This will make the caller follow the steps you build which could include an announcement and disconnect, route to VM, etc. The step would look something like this.

go to step XX if staffed agents in skill YY is < 1

or you could use > 0

If you have varibles active you could also set a varible to do a similar thing. build a vector to set the variable and then the step in the vector might look something like this.

go to step XX if A = 1

Now if the variable A is a 1 it will go somewhere you specify in the vector. If it is anything else it would follow the normal path. You could then use a DID Vector Directory Number and set the variable outside of the building when needed.