We have 6 CallFlows, 1 of which is our Main Call Flow. Our Main Call Flow is very intricate. It is used when we are fully staffed and have no staffing issues, and it took a long time setting up all the scenarios in it. However, when an agent is sick, which messes up the call flow, and we have to do an emergency override (for instance, send all calls to me), we are unable to switch to another call flow without changing all the numbers. We have 36 numbers and counting.
Is there functionality now, or in the near future, that allows us to activate a call flow with one push of the button? If not, why not? Manually switching every number to a alternative call flow is tedious and lends to human error.
Future state example: Main Call Flow is functioning. Agent on the phones has an emergency, has to leave work for 2 hours. Rather then hunting down another agent(s) to see if they can handle calls for the 2 hours, I’d like all calls to be routed to an emergency back up agent (me, or another owner). Click Main Call Flow off, click Emergency Call Flow on, and all calls come to designated back up agent.
Please help and advise, thank you