User Community Feedback

Summary

Implement a feature in Webex Calling Control Hub that allows users to manually activate the after-hours attendant, enabling them to handle early business closures effectively.

Detailed Description

In scenarios where a location has a predefined after-hours attendant set based on regular business hours (e.g., 8 AM to 4 PM), users currently lack a mechanism to manually activate the after-hours attendant outside of these hours. This feature request proposes the addition of a manual override option, allowing users to activate the after-hours attendant through a button or code in the event of an early business closure.

Use Case

Consider a business that operates from 8 AM to 4 PM, with an after-hours attendant configured to handle calls outside these hours. On certain occasions, the business may need to close earlier than scheduled, requiring the after-hours attendant to be activated manually. The requested feature will allow users to efficiently manage such situations without relying on administrative intervention or waiting until the predefined after-hours period begins.

Proposed Solution

1. Manual Override Button in Webex Calling Control Hub Interface:

   • Add a dedicated button in the Webex Calling Control Hub interface for authorized users to manually activate the after-hours attendant.

   • Ensure that the button is easily accessible and visible to users with the necessary permissions.

2. Dial Code for Manual Activation:

   • Introduce a dial code (e.g., *99) that users can enter from their phone to manually activate the after-hours attendant.

   • Ensure that this code can be easily customized and communicated to the relevant staff.

3. Administrative Controls and Permissions:

   • Provide options for administrators to configure which users or user groups have access to the manual override feature.

   • Allow administrators to set specific conditions or constraints under which the manual activation can be performed.

4. Notification and Confirmation:

   • Implement a notification system to inform users and administrators when the after-hours attendant is manually activated.

   • Provide a confirmation prompt to prevent accidental activation.

Benefits

• Flexibility: Allows businesses to handle unexpected closures efficiently without disrupting customer communication.

• User Empowerment: Empowers authorized users to manage after-hours settings without needing administrative intervention.

• Improved Customer Experience: Ensures that customer calls are properly managed even during unscheduled closures, maintaining professionalism and service continuity.

Potential Challenges

• Security and Access Control: Ensuring that only authorized users can access and utilize the manual override feature.

• Training and Awareness: Educating users on how to use the manual activation feature effectively and responsibly.

Conclusion

By implementing a manual activation feature for the after-hours attendant in Webex Calling Control Hub, businesses can improve their flexibility and responsiveness to unexpected events. This enhancement will empower users, improve customer experience, and ensure smooth operation regardless of unforeseen circumstances.

Thank you for considering this feature request.