452 Chapter 17 Intelligent Queue
Configuring emergency messaging
You can configure Intelligent Queue to enable supervisors to call in and activate emergency messaging over
the phone from remote locations.
To configure Intelligent Queue so that supervisors can activate emergency messaging over the phone you
must
1. Set up a management plan
2. Set up an emergency message plan
3. Set up an emergency call flow
4. Apply the emergency call flow to your port group.
Supervisors can then activate emergency messaging over the phone. See “Activating emergency messaging
over the phone” on page454.

Setting up an emergency message plan

To set up an emergency message plan
1. Click Manage=>Actions=>Message.
2. Click New.
3. Under Plan name, type a unique plan name.
4. After Select a folder, select the language of the message you want to create.
5. After Pre-recorded phrase, select a pre-recorded emergency message phrase and click Insert.
6. Click Save to save the message plan.

Setting up an emergency call flow

To set up an emergency call flow
1. Click Manage=>Call flows.
2. Under Call flow name, type a unique call flow name.
3. Click the Default action tab.
4. Select Action.
5. After Choose an action, select a message plan type.
6. After Select a plan, select the emergency message plan you created.
7. Select the Check the box if this call flow is used in an emergency state check box to designate
the call flow as an emergency call flow.
8. Click Save.

Applying the call flow to your port group

To apply the call flow to your port group
1. Click Manage=>Port groups.
2. Under Port groups, select the port group to which you will apply the emergency message plan.
3. Under Assign call flows, after Emergency state, select the emergency call flow you created.
4. Click Save.

Setting up management plans

You can configure a management plan for your interactive tree that allows supervisors to call in and interact
with Intelligent Queue over the phone. After you configure a management plan (assign ports for future use),
supervisors can call in and put messaging port groups into Emergency mode (or back into Normal mode) and
can record messages over the phone from remote locations. When you configure a management plan, you
need to enable the Changing system mode via phone option. This enables supervisors to call in and invoke
the plan over the phone.
NOTE: You set up messaging plans before you set up management plans.