LUCS allows the redirection of incoming customer calls to an alternate destination (different phone numbers, different services, conversation recording machines) in case of emergency.
Usage of Emergency Cases
To configure the emergency case feature, a special emergency case preset (described on this page) and a workflow instance have to be configured, then assigned within the service workflow configuration.
The ‘Emergency Case’ page is accessible on Settings -> Service section -> Emergency case
Emergency Case contains the following settings:
Unique name for the emergency case.
Select Organization Unit to which the Emergency Case will be assigned and accessible to.
Short information about the emergency case.
Enable Emergency Routing
Option is used by ‘Check Emergency Case Status’ activity in Workflow Instance.
Add a resource for the emergency case using the ‘Add Resource’ section by selecting the ‘Language’ and ‘Resource’ and clicking the ‘+Add’ button.
Preconditions: To be available in the drop-down, the workflow resources should be added to the system in WebConfigurator -> Settings -> Workflow section -> Resources page.
Good to know: Emergency Case resources are like any other resource, but need to be available within the same Organization unit to be accessible to the services and their workflows.
Defining resources for emergency cases
The resources files are played for the customer by the system during the emergency case activation.
The resources are culture dependent entities and are shown in the format:
Language (Country) FileName
At each resource a ‘Remove’ button is present. Click it to remove the resource from the selection for this emergency case.
Delete Emergency Case
If any service is using the emergency case, the ‘Delete’ button is disabled. Before deleting such emergency case on the ‘Emergency Case’ page, remove them from the services.
Mouse over the Delete button to see which objects are using the emergency case.