Many departments using Cisco Finesse have opted to add an “Override Message” into their call flow programming in case the unit or clinic must close due to an emergency.  Activating the override requires a supervisor or other authorized personnel.  It is recommended that if an override is engaged, the team sets a reminder to remove it as all incoming calls are prevented when the override is turned on.

Note: only supervisors or other authorized personnel will have access to Activate Overrides.

Before Activating the Override Feature – YOU MUST Record the Override Greeting: 
• Dial internal 95800 or from Outside 734-539-5800
• Enter password 5 5 3 3 1
• Please press 1 for the Override message 
• Please enter your 7-digit announcement number (see your Voicemail Box IDs doc) 
• Follow the prompts to record or listen to your override

1. Open the Cisco Unified Contact Center Enterprise Management site by clicking Start > Cisco ACD Call Center > Administration or by navigating to this link in your internet browser.

2. To login, enter your uniqname@med.umich.edu.
   
   
   
   
3. Cisco Unified Contact Center Enterprise Management will open a Michigan Medicine login window.  Enter your Level-2 credentials, then click Sign In.
   
   
   
   
4. The Overview page will open.  Select the Organization Setup menu.
   
   
   
   
5. Select Business Hours.
   
   
   
   
6. Search for your department, and select the “_OV” schedule for the Override.  For example, in the image below, the Med Allergy clinic override message is the "AC_CC_MED_ALLERGY_OV" option.
   
   
   
   
7. Choose the “Status Reason” field, and select the “ON” or “OFF” state to turn the Override on and off. Make your choice and click save. Do NOT change any other settings, as they may affect the operations of your department's call flow.