Put an outage update at the start of the call

Question

When users call the help desk, we want to have something that gives the status of outages (or lack thereof) before the user gets the menu for the IT department options.
Something like:
<outage notification>
<Greeting with menu>
How would we change that outage notification during any outages without having to get in and change the script everytime?

Answer 1

You wouldn't put that simple prompt manager in an existing script.  I mean, you could and all, but you're probably going to want to grow it into a full featured prompt manager for all of your prompts.
Anyway, your users are End Users from CUCM.  You have a handful of choices for actually authenticating the users, but for testing you may want to just stick to hard coding the password in the script.  Once you figure out how it works, you can then look to prompting the caller for a PIN number.  The PIN is set in CUCM.  The user needs to be an admin in UCCX.  As a trick, you can make up a passcode in the script, ask the user for it, if it matches, you then authenticate a static user account such as crsadmin or uccxadmin, etc.  The down side is the Prompt repository will show that account name instead of the actual person who made the change.  It's basic auditing, but it's something to think about.
Anthony Holloway
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