SCCS 4.2 / MM13 :: playing emergency message

[m3nl]

Hi All,

I have the following challange. We are a facility contact center and for one of our client we need the ability to play an emergency message (e.g. a critical server is down). Also we need the ability to report when the message was activated, deactivated and how many times the messages was played.

This messages preferably needs to be activated and deactivated by a supervisor/teamleader. The text from the message needs to be recorded by a teammember.

We are using SCCS 4.2 for call handling and MM13 for playing the messages.

Does anyone have any experience with this setup? Any advise on implementing this?

TIA.
Michel Scheffer

 

[lretrievers]

You can actually this with Meridian Mail and activiating Operatinal Measurements without putting it through the Symposium. Just set up an announcement service and turn on Operational Measurements. You have to have a printer set up for the reports to go to, but it will alleviate having it go the the Symposium.

You can also do this through the Symposium with either IVR or access ports in it, and then run a report on the application to see how often it was accessed.

 

[m3nl]

Thank you lretrievers,

I need the ability to activate and deactivate this through Symposium. I'm using the give IVR statement. I'll look into operational measurements for the reporting part.

Anybody any other ideas?

 

[fonchick]

I would have a boolean set to FALSE except when the emergency message needed to play -- then have the sup or whoever change it to TRUE when you needed it on.

IF the boolean was TRUE, then I would EXECUTE the emergency message script that would play the message (GIVE IVR XXXX WITH TREATMENT XXXXX) and then ROUTE CALL to a new CDN. The new CDN in the master script would point to the production script (the normal call handling script).

This would
1. allow you to turn on/off the emergency message
2. Allow you to peg the emergency message and see within a 15 minute interval when the message was turned on
3. Allow you to peg how many callers listened to the message
4. In the same respect, by having another CDN point to the production (queueing) script, you can then see how many callers were deflected by the emergency message by taking the number of calls offered to the emergency script application and subtracting the number of callers offered to the production script (during the same time period).
5. Allow the supervisor to record the message via prompt maintenance in Mermail

We have implemented this for our tech support group as well as use it for turning on and off self help for some of our queues and it works well.

Good luck!

 

[DancingDave]

Alternatively, you could set up your script to be trigger upon seeing a specific agent ID logged in and then sending the call to an application.

i.e. if not logged out agent 999001 then...
end if

You can then run an agent login/log out report to get exact timings

We have a lot of different 'outages' to cater for on our helpdesk and send calls to an outage script from the Master.

At the end of the script we route call to another CDN, to which is attached a more typical call script, queue to skillset, give music etc. This is so that the (varying length) messages don't impact GOS calculations as the timer starts again when the call returns to the master script after being routed.

We don't care about number of times it's heard, but one of the aims is to stop people queuing to tell us e.g. mainframe is down when we are already aware. From the outage application, we get the number of abandons (what we want to see happening).

Hope this makes sense

DD

 

[m3nl]

Hi fonchick and dancingdave
Thank you for your replies.

Currently I have a setup running, using a boolean for activating and deactivating the emergency message.

It seems to work well (all within one primary script), except for the reporting part. So I'll try the routing through a different script.

I'll keep you posted.

 

[Sympology]

Heres what we have:

IF NOT LOGGED OUT AGENT Emergency_Agent THEN
EXECUTE SCRIPT Emergency
END IF

In that script you do what everyou want, or you can do something like this:

IF NOT LOGGED OUT AGENT blah_blah_90eta THEN
GIVE CONTROLLED BROADCAST ANNOUNCEMENT
PLAY PROMPT VOICE SEGMENT vs_blah_blah_90eta
END IF


IF NOT LOGGED OUT AGENT jibbir_jabber_noeta THEN
GIVE CONTROLLED BROADCAST ANNOUNCEMENT
PLAY PROMPT VOICE SEGMENT vs_jibbir_jabber_noeta
END IF

Only the truly stupid believe they know everything.
Stu.. 2004