Front End Greeting Options

[telebub]

Old Nortel guy pretty new to Cisco world looking for a little help.

We have a tech support group that consists of 3 phones with a shared DID on Line 2 of each phone. Currently, someone calls into the DID and it rings the 3 phones simultaneously and if not answered, rolls to VM.

We would like to have a front end greeting when someone calls that DID that under normal conditions would say "You have reached the Field Tech Support Line. All systems are normal, please hold for a support rep". Then if a system was down, they could change the greeting to say "You have reached the Field Tech Support Line. If you are calling in regards to xxx system being down, we are aware and working on the problem. If your call is not regarding this issue, please hold for a tech support rep".

They basically want to fend off those unnecessary calls while they work on the trouble.

Can I accomplish this with a mailbox or would it be better to use a Call Handler? Thanks for any pointers.

 

[gnrslash4life]

Could really do it either way, but I would use a Call Handler personally.

Certifications:
A+
Network+
CCENT
CCNA Voice
TVOICE
CAPPS

 

[telebub]

I built a Call Handler and used a CTI Route Point to get the caller to the Handler. Seems to work well.