Currently UAS has a schedule they can activate for a system unavailable message to play on their IVR. They use this sometimes when they are down staff members and need to manage how many calls they have on the system.
If they have an issue with the message playing check the schedule for them to make sure it's set to the correct date and time they need.
For example ticket https://dirad.zendesk.com/agent/tickets/49290 reads that they activated the message and it is not playing.
I first checked for a data table to see if it's something they can turn on there, once I saw there was no data table I checked to see if it was setup with a schedule. The name of the schedule is "UAS-NY - System Unavailable" (Screenshot #1) If it is active then it will go down a path in the IVR to play a message to callers that the system is currently unavailable.
Screenshot #1
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