Upfront Message

When an outage occurs, you likely experience a huge call volume spike into your service desk from users reporting the outage and wanting to know when their service will be restored. The SD Upfront Message module allows project leaders to place an alert message in front of the main menu in the Service Desk IVR.

Usage requirements

• Chrome browser.
• Call Manager account (Leader profile).
• Assigned call manager extension.

How to define an outage message

• Sign in to the Issabel Call Manager and open the SD Upfront Message module.
• Choose New Message. The form will load showing the fields needed to create your message.

• Set a name for your message.
• Select the language from the drop-down.
• Click the voice drop-down to see the various voices available.
• Type the text of your message in the textbox.
• Experiment with different voices and text to see how differently they sound when you click Listen.
• Click Save when you're done.
• By default when a message is saved the status is disabled so WE WILL NOT BE AFFECTING THE IVR until we activate it as we will see in the next step.

How to enable/disable an outage message

Once we have created an alert message it will be added to the list that is displayed on the initial screen of the module. In this list all our messages will be displayed and we can perform actions such as activate, deactivate, delete or edit.

• To activate a message in the IVR.
  • Select the message from the list.
  • Choose Activate from the drop-down menu.
  • Click Change Status.
  • By changing a message to active status we are releasing a recording with that message to be played in front of the main IVR.