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SmartAgent

Business Continuity Service

Whilst your admins may make changes in your systems Hours of Operation to cover planned interruptions in service, such as public holidays, in an emergency or evacuation situation it is essential that you have the tools available to make instant alterations to call routing and customer messaging.

Business Continuity

SmartAgent provides a self-service Business Continuity screen to enable quick disabling/enabling of lines along with the ability to insert custom messaging informing callers for the reason for the calls being switched off.

If this feature has been configured for your setup and you have the access to it, you will find it in the Admin Settings menu under “Business Continuity”.

Each setup will be unique, but it will usually take the form of a global Switch-off option and then a sub menu of other options which may be based around location / brands or different activity types.

If the toggle switch is green, then lines / channels are active. If however, you get an unexpected situation, you can switch them off by selecting the toggle switch, turning it to red. You can then input a specific text message that will be played to customers while the lines are switched off and select the “Save” button.

Once the emergency situation has passed you can simply toggle the switch to turn the particular grouping / activity back on again.