Cirrus Halo includes several Business Continuity Plan (BCP) options designed to minimise disruption and maintain service during outages or technical incidents.
The options below outline the standard BCP configurations available across all Cirrus Halo environments.

Overview

Depending on your setup, you may have access to one or more of the following BCP options:

1. Adhoc Message Activation – Play a temporary message to inform callers of a service issue.
2. Mobile Routing with WebClient – Route calls to agent mobile devices while using the WebClient.
3. Mobile Routing without WebClient – Route calls directly to mobiles via preconfigured BCP routing groups.

Each option may be activated by users with the relevant Supervisor or Administrator access.

Option 1: Apply an Adhoc Message

Adhoc Messages allow you to broadcast a temporary announcement to callers before they reach the normal call flow.
They are typically used to inform callers of temporary service issues, increased wait times, or alternative contact methods.

Typical Use Case

• Platform or network outage
• Temporary reduction in available agents
• Planned maintenance or service updates

Feature Overview

Adhoc Messages are managed within the Administrator application and activated by a Supervisor when required.
They can be uploaded as audio recordings or generated using text-to-speech.

Once registered, messages can be instantly activated or deactivated, keeping callers informed without the need to edit call flows.

The Adhoc Message feature provides flexibility for contact centres to share real-time updates without technical intervention.

Availability

• The Adhoc Messages feature is available if your organisation has purchased the Adhoc Messages module.
• To access it, users must have the Adhoc Management authorisation enabled.

How it Works

1. The Administrator adds or updates an Adhoc Message in the platform’s Prompts section.
2. The Supervisor activates the message within the Adhoc Messages menu.

3. The message plays before standard routing continues (e.g., before queue or IVR options).
4. The message can be deactivated at any time through the same menu.

Optional Remote Activation

Administrators can configure a PIN-controlled dial-in method that allows authorised users to activate or deactivate Adhoc Messages remotely.

Key Features

• Instant activation/deactivation through the Supervisor interface.
• Full monitoring visibility to confirm active messages.
• Supports both text-to-speech and recorded audio.
• Optional remote control for off-site activation.
• Can be applied to multiple call flows simultaneously.

Best Practice

• Keep Adhoc messages short, factual, and easy to understand.
• Include reassurance and redirection where appropriate (e.g. online self-service).
• Review messages periodically to ensure they remain accurate and up to date.
• Test activation and playback during BCP drills.

Example message:

“We’re currently experiencing technical issues which may increase your wait time.
If your enquiry is not urgent, please visit our online services for assistance.”

Option 2: Route Calls to Mobiles (with WebClient)

This option enables calls to be delivered to agents’ mobile numbers while they continue to work via the Cirrus WebClient.
It’s ideal for maintaining full visibility of call activity during an office or network outage.

Overview of Configuration

Administrators register mobile numbers as Remote Extensions, which link an agent’s WebClient login to their mobile device.
Supervisors and agents can then select the mobile endpoint when logging in.

Key Features

• Calls route through the Cirrus platform, maintaining call reporting and analytics.
• Agents can receive calls wherever they have mobile signal.
• Confirmation prompts can be enabled to prevent unanswered calls reaching voicemail.

Option 3: Route Calls to Mobiles (without WebClient)

This option routes inbound calls directly to mobile devices through a dedicated BCP Extension Group, bypassing the WebClient.
It is typically used in full-system or connectivity outages where the Cirrus interface is unavailable.

Overview of Configuration

Administrators add mobile numbers as Remote Extensions and assign them to a preconfigured BCP Extension Group.
During activation, the Supervisor or Administrator switches the system to BCP mode, routing all inbound calls directly to the group.

Key Features

• Ensures continuity during extended outages.
• Calls route directly to mobile numbers in the defined group.
• Can be activated by the Supervisor & Administrator.
• Returns to standard routing when BCP mode is deactivated.

Supervisor Activation	Administrator Activation

CSV Import Formatting

When importing remote extensions, use semi-colons (;) as separators in your CSV file rather than commas.
This ensures compatibility with Cirrus import tools.

To update your Windows separator settings:

1. Go to Settings → Time & Language → Region.
2. Click Additional Settings → Change Date, Time and Number Formats.
3. Under List Separator, replace the comma with a semi-colon (;).
4. Click OK to save.

Support and Escalation

If you need assistance activating or testing your BCP setup, please contact Cirrus Support:

📞 0333 103 3450
📧 support@cirrusconnects.com

For escalation paths and SLA information, refer to your Customer Process Document.