Scenarios Using Bulletins

Scenario 1: An Internet Service Provider (ISP) becomes aware of a service outage. They quickly record and activate a bulletin for their Tech Support queue to inform callers they are already working to fix the problem. When the service is restored, the ISP deactivates the bulletin. In this scenario the bulletin was activated for the Tech Support queue only. Callers who entered any other queue did not hear the bulletin play. Callers entering the Tech Support queue heard the bulletin and were able to hang up without having to wait to speak to a representative. This made it easier for customers calling with other issues to reach an agent and receive help.

Scenario 2: An office closes due to an extreme weather alert. A bulletin is recorded and activated at the IVR level, informing all callers of the closure, and only giving them the option to leave a voicemail. In this scenario the bulletin was used to stop traffic to the entire IVR and all its queues. Callers had the option to leave a message knowing their call would be returned when the office re-opened.

Scenario 3: A building is about to conduct a routine fire drill. The contact center in the building activates their pre-recorded bulletin which asks callers to call back in one hour. The bulletin is set to terminate the call after the message plays. In this scenario the bulletin was pre-recorded and available for use at any time. Having forced the call to end instead of giving the option to leave a message ensured their contact center agents would not return to a backlog of voicemails.

Navigate to the Bulletins screen where all your existing bulletins or placeholders for bulletins will be displayed. with four columns: Code, Description, Status and Options.

The following information is displayed for each bulletin:

• Code – The prompt file number for the corresponding bulletin (typically prompts 901-910). Bulletin prompts are recorded in the same manner as the other prompts in your IVR. For instructions on recording prompts, please refer to the Prompt Recording Guide.
• Description – Use this field to describe a bulletin you've just recorded. The description should clearly identify the message contained within the bulletin.
• Status – The status for the corresponding bulletin. An Active bulletin indicates a bulletin that is currently in use, whereas an Inactive bulletin indicates a bulletin that is not currently in use.
• Options – Click to open the Bulletin options. These options allow you to decide what happens to the call flow after the bulletin has played for the caller. You can set up bulletin options under the General Settings and then activate those bulletins for specific IVRs and Queues in their respective tabs. For further information see Bulletins General Settings.
  
   
  
  
• Edit Audio - Click to open the IVR Prompt Configuration page. You can listen to, create new, edit, and delete Bulletins from this page. See Manage Audio Bulletins for further information.