Updating your Call Flow for Temporary Closures or Emergencies

Add an announcement or phone message to your phone system to ensure that all callers are aware of a temporary closure or different operating hours during an emergency.

It's easy as 1-2-3!

Access the My Account Portal: https://my.maxo.com.au/

1. Choose your Announcement

We have introduced a quick and easy way to get a generic pre-recorded announcement to your account. Just go the PBX -> Sounds Page, and press the Import button next to the desired sound.

Click here for instructions on how to record or upload your own sound file

Please follow our guide to either record, or upload the requires sound file(s): Portal Guide - Sounds and Sound Events

Note: If you're uploading a sound from another source please ensure the file is 16kbit 8KHz .wav file for the best results.

Things to consider:
Ensure the recording accurately captures the impact you are expecting. In your recording, advise whether you are closed and completely unable to respond, if you are operating in a reduced capacity and longer wait times are expected, etc. Provide an ETA on when you expect normal operations to continue if possible. Provide information on alternate contact methods such as leaving a voicemail (depending on your call flow) or provide email addresses or URL information if you have an online contact form etc.

Example: "Thank you for calling Business Name, please note that we are currently experiencing longer than usual wait times due to extreme weather events on the east coast, and are operating with reduced staff. Please visit WEBSITE or email us at EMAIL and we will get back to you as soon as possible, otherwise please hold and we'll be with you shortly."

Once complete, and the sound has been added to your portal, move to the next section.

2. Create a new Sound Event

Scroll to the end of the PBX -> Sounds page

Press

Type a name for the Sound Event, choose the Sound File you uploaded, then press Save.

3. Make it Live: How to implement the Sound Event in your Call Flow

Route calls directly to your new Sound Event via the Number Routing Page

On the Number Routing page, pressalongside the corresponding phone number(s) you wish to set the announcement on.
Take note of the existing Route To: option so that you can revert the setting at a later date
Change Route To: to your new Sound Event
Press Save

Click at the top of the page to see your changes in action.

Now make a test call to ensure you the message is plays as expected.

or

Set a Timeswitch Override to your new Sound Event, so that calls resume after a certain time.

On the PBX -> Time Switches page, pressalongside the corresponding Time Switch that you wish to override.
Choose an Override (Timed, or Manual). A Manual Override will need to be reverted at a later date, so we recommend a Timed Override.
Choose your Sound Event
For a Timed Override, enter the End time/date.
Press Save

The Time Switch page will reflect your changes

Now make a test call to ensure you the message is plays as expected.

Further Information

Refer to the "Time Switch Overrides" section in our Time Switch Setup guide for a full overview of how to use this feature. If you'd like to follow along to a video example to update overrides in a time switch, our Christmas example can be used, just ensure you set relevant dates when saving the override. Video and guide: Click here

4. Need assistance? We're here to help.

For additional support, please contact us or submit a ticket via the My Account Portal. If this page is unclear, you can leave feedback using the

button below.