Wondering if anyone has any conditional routing in their flows that will modify the caller experienced based on a platform outage. The issues of the last few weeks have created a situation where inbound callers were hearing our initial menu, but our users were unable to access the tool. So basically they were just calling in and trying to get through w/o any knowledge that something was amiss.
Is there a way to head this kind of situation off... even if it's to play a "technical difficulties" prompt and asking them to call back.
You could create an emergency group to route callers to an flow configured to just that. Then when you have a situation like that, activate the emergency group.
I'm familiar with the emergency group, but that option requires that the application itself be available. In the last two outages, by the time we understood the severity of the issue, we could not login to the application to do anything.
I'm thinking of something a bit more automated... Possibly like an alarm condition. If this alarm condition is true, then play this announcement.