How to Use Contact Center Messages and Unplanned Schedules

Introduction

Our PureConnect Contact Center environment provides ways for department supervisors, other designated staff, to update informational messages and unplanned hour changes. This article will assist those with access in making these updates.

Special Concepts

  • The procedures below require you to have access within the system. You will need to have this access before performing the steps.
  • All of the procedures below can be performed from any telephone that you have access to.
  • Each procedure requires you to have your PureConnect (CIC) extension and PIN. If you do not have this information see the "Additional Information" section below.
  • Each of the procedures below will require you to deactivate any message that you activate in order for it to stop playing.

Steps

Updating Informational Messages

  1. Dial the access number (812 237 5918) for the Message Management System
  2. Enter your 5-digit extension and 6-digit password followed by #
  3. When prompted, enter the 4-digit prompt ID from the list above followed by #
  4. Press 1 to deactivate the current message
  5. Press 1 to re-activate the message
  6. Follow the system prompt to use the existing message, listen to the existing message, or record a new message
  7. When you are finished managing the message, hang up your phone

Active or Deactivate an Unplanned Schedule

Unplanned schedules allow you manually open or close your phone queues. If you activate an unplanned schedule you will need to deactivate it manually as well.

  1. Dial the access number (812 237 5915) for the Message Management System
  2. Enter your 5-digit extension and 6-digit password followed by #
  3. Select the schedule you would like to update/activate
  4. Follow the system prompt to activate or deactive a schedule and modify the greeting played to callers.

Additional Information

For more information or to get support on the procedures above, enter a support request: https://indstate.teamdynamix.com/TDClient/Requests/ServiceDet?ID=20849

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Details

Article ID: 107688
Created
Thu 5/14/20 3:33 PM
Modified
Wed 4/21/21 1:50 PM