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  • 1.  Configuring channel for emergency calls

    Posted 16 days ago

    Hello folks, I have a need in my company.  It is related a setup an emergency channel that can offer or open a pop-up window with the call data and can take it to the online agents in VCC, even if they are busy in a call.

    For now, we resolve this using a ring group but, in this case, we can't have statistics of the emergency calls and is mandatory to have Work Desktop app working.

    Anyone has idea of how to do this using VCC scripts?

    Thanks for your time in advance.



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    Gerardo Gomez Vargas
    Regional Team Lead Helpdesk Support Analyst
    Fleetcomplete
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  • 2.  RE: Configuring channel for emergency calls

    Level 1 Contributor
    Posted 15 days ago

    Hello Gerardo,

    unfortunately this rather unique configuration scenario is not something we can offer as a readily available solution.

    You could use 8x8 Work Analytics for statistics on the Ring Group traffic but indeed, the Work app needs to be running at all times.

    Another option to explore may be a discussion with your Account`s Sales Manager for a Professional Services customized, out-of-the-box solution tailored to your unique usage needs.

    Hope this helps.



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    Alina Maxim
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    Original Message