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This guide explains how to set up a notification call to management / administration when a customer dials support number to report an emergency situation Created: January 2019 Permalink: |
| Table of Contents |
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Use Case
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- Option 1) Leaves a regular voicemail to be processed in normal hours
- Option 2) Leaves an “emergency” voicemail. In In this case the system will generate a call to a group of people that are supposed to be notified (e.g. out of hours support team). This This notification call will inform the notified party that someone is leaving an “emergency” voicemail. The message could contain caller’s number and instructions on how to retrieve the voicemail.
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Recognize option 2 was selected in the IVR
Use custom apps to originate a notification call. This This is a new call with no originating party on the other end. InsteadInstead, this new call will be sent to the party(s) to be notified and then connected to a TTS message or recorded announcement once answered.
Continue routing of actual call (i.e. route it to voicemail)
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This could be a DID in the inbound “main” dialplan
Step 3. Setup dialplan entries for the IVR options 901
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and 902 entries in users dialplan.
Below are applications used in the corresponding order:
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This is the announcement that management extension will get when answering the the call.
| Note |
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Note: ${MYVAR} is a variable that contains the calling extension (set in the 902 dialplan entry in the Set -> ORIGINATE_VARIABLES). |
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| Note |
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Note: Text other than ${MYVAR} can be changed to meet your needs. |
Step 8. Create 778 entry in users dialplan.
It will route the notification call to a call group. Add extensions you want to be notified to the call group. Don’t specify a timeout if you want it to ring until someone answers.
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As a result of someone calling the support number and selecting an emergency IVR option, their call will be processed as usually and routed to voicemail. In ADDITION In addition to that, the PBX (Callweaver) will generate a separate call leg and ring the “Notification” call group until someone picks up the call. Once someone answers this call out of the call group they will hear a TTS message saying what number called support with an emergency and giving instructions on how to retrieve it.
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