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Jul 07, 2020 19:48

Emergency On-call Voicemail notification

This Article describes how to configure Emergency On-call Voicemail notification for emergency after hour services.

Created: April 2020

Permalink: https://confluence.wildix.com/x/JYEbB

Introduction

Scenario

To have one or a group of on-call agents for emergency after hour services, as where a caller can leave a voicemail and the on-call agents get notification by phone call (on mobile app and mobile phone). The system will use one or multiple call groups to deliver voicemail to on-call agents.

Example:

Emergency Notification

  • Caller calls a DID/TN that is answered by an IVR
  • Caller selects IVR option for emergency on-call services
  • Caller leaves a voicemail in On-Call Mailbox
  • When Caller is disconnected, system then starts calling members of the associated on-call call groups
  • When agent answers the call, the PBX states “This is an Emergency Services Notification”
  • PBX then puts the agent directly into the On-Call Voicemail for message retrieval

Additional Features

  • Missed call notification by email per user
  • Message retrieval by calling IVR from external number and dialing #4000
  • Message retrieval from Mobile App by dialing #4000

Configuration

Step 1. Create Virtual Mailbox

Detailed instruction on how to create users and edit preferences: WMS Start Guide - English.


1. Create an “OnCall” user (for this example we will use Ext. 4000)

  • Go to WMS Users -> Users
  • Click + to add a new user
  • Full Name: OnCall Mailbox
  • Login: 4000
  • Extension: 4000
  • Email: Email address for On-Call notification


2. Set Password

Agent/User Preferences

Edit User preferences for on-call agents

  •  Internal – Timeout – Disabled or extend timer to match the Call Group Timeout
  • Enable Mobility – 50% or less of total Call Group Timeout (in this example we will be using 15 seconds)
  • Enable Mobility Confirmation
  • Enable Missed Call Notification via Email

Step 2. Add Call Groups 

The detailed instruction on how to create Call groups: Call distribution in Call groups.


1. Create one or more call groups (for this example, we will be using two call groups):

  • Go to Dialplan -> Call Groups
  • Click + to add a new call group
  • Name the Call Group (For this example we will use “OnCall” & “OnCall_Fallover”)
  • You may add member to the group or use Contact Center for Log In/Out
  • Take note of the ID number/s as they will be utilized in the Dialplan “OnCall_In”


2. Edit Strategy of call groups

  • Timeout = Set to the total ring time per member (Example: 60)
  • Announce frequency = no
  • Announce hold time = no
  • Priority = 1
  • Seconds before recalling all the members again = (Example: 120)
  • Wrap up time = 0
  • Call waiting = no
  • Auto pause on no answer = no
  • Auto pause on no answer timeout = 5
  • Auto pause delay = 0
  • Max length = 99
  • Dialplan = “OnCall_CBK”
  • Strategy = Linear

Step 3. Create separate Dialplan procedures 

Consult Dialplan applications Admin Guide for the detailed instruction.

Create 4 Dialplan procedures with the following rules:

OnCall_CBK 

  1. Set – ORIGINATE_CHANNEL – Local/${CALLERID(num)}@OnCall_In/n
  2. Set – ORIGINATE_CONTEXT – OnCall_Out
  3. Set – ORIGINATE_EXTEN – ${CALLERID(num)}
  4. Set – ORIGINATE_PRIORITY – 1
  5. Set – ORIGINATE_CALLERID – Callback: ${CALLERID(name)} <${CALLERID(num)}>
  6. Set – ORIGINATE_TIMEOUT – 840 (Note: Set to max time for TOTAL agent notification, to include the failover call groups)
  7. Set – ORIGINATE_ASYNC – true
  8. Set – ORIGINATE_VARIABLES – QUEUENAME=${QUEUENAME},QUEUEPOSITION=${QUEUEPOSITION}
  9. Custom application – Originate()

default

  1. Go to Voicemail Set - Custom: 4000 Go to voicemail options: u – Play unavailable message

#

  1. Wait digits 3
  2. IVR (Input the IVR that will have the On-Call option)

4000

  1. Voicemail access 4000 Option C (DO NOT skip the pin)

OnCall_Confirm 

default

  1. Play sound and wait for digits – “You have selected for emergency on call assistance. To leave a message for an on call agent to return your call, please press 1. To return to the main menu, please press 2 or remain on the line.”
  2. Wait for digits – 3
  3. IVR – (Enter the name of the IVR you are using. Example: Night_Main)

1

  1. Jump to – OnCall_CBK – set as custom “default”

2

  1. IVR - (Enter the name of the IVR you are using. Example: Night_Main)

OnCall_In 

[+0-9]X.

  1. Custom application – Queue(2,Cr,,,420,,,,,4)
  2. Custom application – Queue(3,Cr,,,420,,,,,4)

Note:

  • 2 & 3 - the Call Group IDs for the call groups used for agent notification
  • 420 - the Timeout for the Call Group referenced
  • The follow sequence is as followsQueue(queuename[,options[,URL[,announceoverride[,timeout[,AGI[,macro[,gosub[,rule[,position]]]]]]]]])

OnCall_Out 

[+0-9]X.

  1. Set – PRESERVE_CID – yes
  2. Play Sound – “Hello. This is an emergency on call voicemail notification.”
  3. Voicemail access – 4000 – Option – S – skip pin

You also need to edit "users" Dialplan Procedure:

 #4000

  1. Voicemail Access – 4000 – Skip Pin

Step 4. Configure IVR 

The detailed instruction on how to configure IVR trees: WMS Start Guide.


1. Set an Emergency/On-Call IVR Option (for this example, we will be using option 9):

  • Number – 9
  • Item Action – Action
  • Dialplan Prodecure – OnCall_Confirm
  • Called Number – default

2. Set Message Retrieval from External:

  • Number – #
  • Item Action – Action
  • Dialplan Prodecure – OnCall_CBK
  • Called Number – #

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