Hello,
Is anyone actively utilizing some sort of "emergency mode" for their contact center queues or know the best approach for certain situations?
We have situations where our HQ may need to evacuate the building, or a power/network outage takes place and wanted to find out the best way to handle that when no agents are available for incoming calls.
I'm hoping the best option is not to have them all go to "Not Ready", but if it is then what is the best way to change the overflow/voicemail option quickly without logging in and managing each queue.

Thank you!

I have a queue that I am building a flow for. The queue has five skills associated with it. I created an agent routing profile for it and I created a skill category and added the five skills.

When building out the flow, I am using the CollectInput widget to act as a menu selection. It has five exits  that are set to map to each skill in the queue. What do I do after this? How do I ensure that the calls are routing to each skill correctly? Do I add a Route to widget and set it to Route to Queue and then set the queue I am using? Or do I have to create a queue for each skill (this would be overkill as the platform I am coming from allows for skill based routing). 

I am learning ZCC and for the most part it seems straight forward. Any assistance that I could get would be most helpful.

Thank you!

Good day,

I am new to Zoom Contact Center as we migrated over from another platform. I am learning things as I create flows and so far I am liking what I am seeing.

I am trying to set up call routing based on inbound DNIS. These calls don't get routed to agents but to voicemail boxes.  It is an internal messaging system that would send a voicemail transcription to my email. It is something that I am building to learn the features of ZCC. I've set up the inboxes that I need in ZCC and set up the email routing.

My flow has two entry points. In my previous platform, I would use a condition widget that would "listen" for the DNIS and then route the call to the appropriate branch.

My flow in ZCC is configured as follows:

• Start widget which has two entry points. The entry points represent Country A and Country B. This connects to a Condition widget.
• Condition widget
  • Settings tab, the type is set to Variable and the Variable is set to DNIS.
  • Exits tab - Exit 1
    • Variable Condition is set to Equal to and value is the entry point for country A.
    • Exit name is set to country A
    • Map Exit to Skill - nothing selected as these calls aren't being routed to an agent.
    • Next Widget set to SendMedia A.
  • Exits tab - Exit 2
    • Variable Condition is set to Equal to and value is the entry point for country B.
    • Exit name is set to country B.
    • Map Exit to Skill - nothing selected as these calls aren't being routed to an agent.
    • Next Widget set to SendMedia B.
  • No Match set to Hangup.
• Condition widget - Exit Country A is connected to SendMedia A. SendMedia A plays a text to speech prompt. SendMedia A is then connected to Route_to_Country A. 
• Connection widget - Exit Country B is connected to SendMedia B. SendMedia B plays a text to speech prompt. SendMedia B is then connected to Route_to_Country B.
• Route_to_Country A and B are both set up to route to their respective Inboxes.

If I call either DNIS that I set up, the calls are dropping automatically. If I remove the condition widget and call either DNIS, the calls go through. At this point I believe it is how I have the condition widget configured.

Could someone provide insight on what it is that I am missing?

Update --

I am not sure why I can't reply to my own posts?? 

Regardless, I've solved my own issue. In the Condition widget, Exits tab, I set the Variable Condition to "Contains". Republished and everything is routing as intended.

What I have done is created two flows, one is the normal Contact Center flow and the other is it's Management flow. I use the management flow to change the state of the Contact Center flow. For example, by using a global variable in the management flow, I can instruct the other flow to shut (by pass) it's queue and just take voicemail, when the emergency variable is set to true. This works fine, but what else I would like to do is send an e-mail to the other supervisors informing them that the queue has been set to emergency mode. I have not been able to find away to do this, is it possible and how? Do I need an e-mail channel license to make this happen?