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

Possible uses of an emergency case are to play special announcements and/or reroute callers to other services (e.g. in case of high load).

This function is available in the "Service Dimension" widget. To activate it: 

  1. Select the Service to which the emergency case shall apply
    → The widget action menu opens for that service
    (tick) Precondition: The service must be defined within Emergency Cases configuration and assigned in the respective Service's Workflow Configuration

    Emergency Case assignment

  2. Click on the 'Emergency Case" button

    Switching to an Emergency Case from Frontend

  3. → 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.

(info) 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.

Emergency Case Creation

A Administrator or Supervisor you can add new Emergency Cases on the fly without using the Configuration backend.

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

    ‘Emergency Case Creation’ pop-up

  2. Specify the following details:

    Control NameDescription

    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. 

    (info) 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.