Contact Center (CCX) - System State Utility

System State (Meeting Mode) Utility

When you need to bypass the schedule of your queue to close early, be open for longer hours, or just close for a meeting. 

 Changing the Queue System State from Desk Phone

1. Dial x3570 from your Cisco phone.

2. Enter your department number when prompted.

3. Enter your PIN when prompted.

4. Choose option for system state (see options and their explanations below).

   1. Option 1 - Manually Open - Keeps call queue open until the state is set to “Automatic” or “Manually Closed”.

   2. Option 2 - Manually Closed - Closes the call queue and initiates “after-business-hours” function.  Keeps the call queue closed until the state is set to “Automatic” or “Manually Open”.

      1. For Financial Aid Reception queue, the system plays the closed message and then ends the call. The system state utility is not configured on the Financial Aid Counselor as it was deemed unnecessary.

      2. For the IT Helpdesk queue, the system plays the closed message, gives the caller the option to leave a voicemail, and then ends the call.

   3. Option 3 - Automatic - Regular/normal operation of the call queue.

   4. Option 4 - Meeting Mode - Bypasses the built-in schedule, plays a special ‘meeting’ message recorded to inform callers that you are closed for a meeting, and then either ends the call (for Financial Aid department) or gives the caller the option to leave a voicemail and then ends the call (IT Helpdesk). *Note: Please make sure you have already recorded the ‘meeting’ prompt before you enable “Meeting Mode”. Refer to this link for recording CCX (Call Center) prompts.

5. When complete, hang up your phone.