Set Emergency Case

System Administrator or Supervisors are able to set an Emergency Case on a Service by clicking the ‘Emergency Case’ button.

This function is available in the ‘Service Dimension Widget’ widget. To activate it:

Select the Service to which the emergency case shall apply
→ The widget action menu opens for that service
Precondition: The service must have an Emergency Cases defined and assigned in the respective Service's Workflow Configuration

Emergency Case assignment
Click on the 'Emergency Case" button

Switching to an Emergency Case from Frontend
→ A configuration pop-up opens, which allows the user to edit the Emergency Case details.

‘Emergency Case Details’ pop-up
The configurable options are as follows:

Control Name	Description
Emergency Case	Emergency Case Name. Does not list anything if no emergency cases where assigned to the Service's Workflow Configuration
Valid Until	Expiration Date of the currently applied emergency case. Allows setting a date via calendar.
Save & Close	Saves the currently selected Emergency Case and puts it in effect.
Cancel	Cancels and discards any entered details.
Create	Allows adding new Emergency Case. → See "Emergency Case Creation" chapter below.

Good to know

Services in an Emergency state are indicated with an icon in the LUCS Backend.
Any team admin or other user with with permissions on the service may opt to restore the normal operation again.
Preselectable Emergency Cases may be defined directly from the LUCS backend or the frontend (see below).

A System Administrator or Supervisor can add new Emergency Cases on the fly without using the LUCS backend configuration.

From within the "Emergency Case" panel, click the 'Create' Button
→ 'The Emergency Case creation' pop-up opens

‘Emergency Case Creation’ pop-up

Specify the following details:

Control Name	Description
Name	Emergency Case Name.
Description	Expiration Date of the currently applied emergency case.
Organization	Allows setting a date via the calendar.
Enable Emergency Routing (toggle)	Works along with ‘Check Emergency Case Status” activity in Workflow Structures. → See Defining Workflows Allows to switch between ‘Activated’ or ‘ActivatedAndEmergencyRoutingEnabled’ exits of the activity.
Messages	Allows definition of messages to be sent via TTS or IM. Clicking "+" adds a new section to define multiple languages.
‘Messages’ section
Language	Language of Text to Speech and Text for IM: Not selected (default) - needs to be changed to any language below German French Italian English Spanish Croatian
Text to Speech	Text to Speech message that will be played during the call.
Text for IM	Text that will be displayed during the chat.