Hi All,
i have been tasked with sorting out the Fire Drill process for our call centre (about 600 heads) we have 3 wings within the same building and last time an emergency happend (seems every other month here)me and another member of my team had to Manually log into our desk phone to turn on the emergency agent.

however, if we do have a fire, i dont want to be stood their while i log into 3 phones. we have a support centre in Scotland who can do this remotely, however due to their working hours and Bank holidays they may not always be available.

my questions is, what do other centres do in such emergencies?

we use an Avaya switch if that helps?

thanks in advance!

Craig

Craig,


I don't think there's a simple solution, although, someone
from the Avaya camp may be able to corect me.

just to let you know, we do the same, however, we only have
one agent ID to worry about.

One of the things we did to make it easier to evacuate was to
place and wire a dedicated phone in the building reception as
we only have 5 floors out of 9 here. That way it can be done
semi-remotely.

Probably not a lot of use to you but...

Regards

DaveA

Hi Craig,

Your Line provider might be able to supply a way of remotely envoking a distaster recovery plan (using authorised Mobile phones).

We can divert our 0800 NGN line either to an alternative DDI in another building or have an on net message played to our ciustomers which is all envoked using authorised mobile phones and passkeys.

We have had to use it serveral times for fire drils and works really well.

This is an on net solution that most providers of NGN's can support.

cheers,

Michael

ps. I am happy to explain in more detail.

Hi Craig, we have Nortel. We can use a mobile phone to call in to a number and the script on the number can set a global parameter that all scripts can read and react appropriately. Not Avaya, I know, but hope it helps

Polly

This would work in a Fire drill but not if there is an actual fire as there might not be a PBX to handle calls.