Scripting to handle office emergencies

[glarkin]

In the event of an emergency in our call center that does not merit ititiating our disaster recovery plan, I have each of our scripts check to see if an emergency agent is logged in:

/* EMERGENCY AGENT LOGGED IN? */
IF NOT LOGGED OUT AGENT emergency_agent THEN
GIVE IVR mmail_ivr_gv WITH TREATMENT 911911
DISCONNECT
END IF

In a minor emergency someone will log in the emergency agent into any phone and callers will hear an announcement saying we're having difficulties and to please call one of our other satellite offices for assistance. This is great if we're in the office at the time. For weather issues, like snowstorms, that close the office when most of us can't get there (especially me!) I have the following:

/* WEATHER CLOSURE (SNOW DAYS OR OTHER EVENTS EFFECTING BUSINESS) */
IF (cs_weather_closure_gv = TRUE) THEN
GIVE IVR mmail_ivr_gv WITH TREATMENT 7005
DISCONNECT
END IF

For this to take effect, I have to either be in the office to set the boolian cs_weather_closure_gv global variable from FALSE to TRUE, or I can dial in and do it remotely if I have access to a computer and broadband connection.

What I'd like to know is there a way I can script the above so that I could enable these emergency routines via a telephone, instead of having to have remote access or actually be in the office to log in the emergency agent? Can I change the value of a boolean global variable in a script, from FALSE to TRUE, possibly by calling in and entering digits using the COLLECT DIGITS command? Thanks for reading and I appreciate your input.

Greg

 

[DancingDave]

You can't update global variables during a call, only call variables do this. The call variable, however only retains the modified values for the lengtth of the call.

I believe this changes in Symposium 5, where a call variable can be subsequently increased (for example) for each incoming call.

One possible way would be to dial in to a test CDN and leave the call queueing to a test skillset. Each script could then check for calls in queue for that skillset prior to playing the 'weather' message.

It does tie up a phone line for the day, which isn't ideal unless you have a second line at home

 

[mte0910]

5.0 introduces a new type of variable called a Wild Call Variable. It is a hybrid of both a call variable as well as a global variable.

The Wild Card variable can be set on a call like a Call variable; however, its new value will stay like a global.

Let me know if you want more detail.