At present my method of putting emergency call routing plans into action is to sign onto a telset using a specific login. This method works well when an emergency takes place during working hours.
However if there was, for example, a bomb threat out of working hours then my current method would become less satisfactory – I really don’t want to have to walk into a building that is about to blow up just to log in a phone before the call centre re-opens.
As I don’t have a laptop computer it would not be possible to dial directly into the call centre and activate an emergency procedure.
I’d appreciate any ideas that other people have implemented in this situation.
An idea I’ve been considering is to set up an emergency CCT which would activate if a particular agent group had more than a certain number of messages. In an emergency situation I’d then be able to phone (from a safe distance) and leave the required number of messages.
A disadvantage of this plan could be that somebody else manages to leave messages for that agent group and accidentally activates the emergency routing.
I was considering hiding the routing to the voicemail within a CCT (eg. make the voicemail option 3, but only tell callers that there are 2 options) but am not certain that this would cover every method of leaving messages eg. agents sending messages to directly to each other through the message system.
Any ideas/solutions would be gratefully received.