To enable the override (used to close IVR lines early):

  1. Log in to the Webex Control Hub.
  2. On the landing page, scroll down and select Contact Centre.



On the Contact Centre page scroll down to Business Hours



Click Overrides and then the service you wish to change.



Click Add new override



  • Enter a name for the override.

    • Note: Each override must have a unique name; you cannot reuse an existing one.

  • Specify the duration, including:

    • Start date and time
    • End date and time

  • Once all details are entered:

    • Click the ✓ (tick) to confirm.
    • Slide the switch to the right so it shows a ✓ (tick) to activate the override



To change an override message:
Go to Channels, then select the Entry Point for the service where you want to update the message.




  1. Scroll Down to Locate the Override Message Section

    • Find the message you want to check.

  2. Check the Override Status

    • If the message text is greyed out and the override slider is positioned to the left (showing an X), this means the message is currently set within the actual Flow.

  3. Enable Override

    • To override, move the slider to the right so it displays a ✓ (tick).

  4. Enter the New Message

    • Carefully type the new message in the provided field.
    • Important: Avoid adding unnecessary carriage returns (line breaks). Webex will return an error if the message contains invalid formatting.



The below is an example where the override value has been successfully changed