Temporary "status message" in DR

Discussion in '3CX Phone System - General' started by markscottuk1979, Jul 21, 2016.

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  1. markscottuk1979

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    We currently have a DR which asks callers to press 1 for support, this then contacts the support RG.

    I would like a stage between pressing 1 and hitting the RG where a temporary status message can be recorded from hte handset e.g. "There is currently a nationwide Internet issue, if your problem is not connected to this please press 1 to continue.

    This would reduce the workload on the call administrators as after a nationwide outage we have numerous customers who call in to report the same issues.
     
  2. lneblett

    lneblett Well-Known Member

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    It would require some work given the dynamics of the situation as I assume there are times with the issue and times without and you want the calls handled differentlyfor each.

    One way might be to nest another DR after the caller has reached the first DR and selected the support line.

    Set up the second DR specifically for the support staff with the lead-in message advising of the situation and still leaving the option of callers being able to access the group for other needs not associated to the issue.

    You could nest more DR if needed to better refine or, more precisely, eliminate the chaff - maybe a geographic region and not an all over outage that may preclude you from finding out about a new emerging issue that is unrelated to the current issue.

    However, it will require someone to access the system and change the initial DR support key-press routing so that the appropriate nested DR for the given situation is put into play.

    You might also want to look into a call queue as it offers more features, but does not necessarily preclude the above. If a RG being faced with a national outage, I tend to think a lot of fail-over destination calling is happening.
     
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