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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. For setting up notification call to management / administration when a customer dials emergency number (911), see the document Call to 911 announcement. Created: January 2019 Permalink: https://wildix.atlassian.net/wiki/x/GQjOAQ |
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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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Step 1.Create an IVR called Support with two options as follows.
- Number 1
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- points to users > 901
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- dialplan entry.
- Number 2 points to users > 902
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- dialplan entry
Step 2. Create a dialplan 999 for the IVR.
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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Notes: In the ORIGINATE_EXTEN, 765 is an extension number. It is a “fake” user used exclusively for call forwarding. It does not need to be online. It is simply used to forward the call to a dialplan entry that will play a TTS message to the user that is being notified. In the ORIGINATE_EXTEN, 777 is another “fake” user which forwards the call to a dialplan entry that will route it to a call group consisting of users to be notified. This is done so that the notification can can ring until someone answers it. Extensions 305 and 306 are just “shared” mailboxes. More information on Shared Mailboxes: Voicemail guide. |
Step 5. Setup Setup Forwarding Users 765 and 777 (referenced in dialplan config in step 1)
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Below are preferences for user 765 (Notice the call forward all is set to send the call to 764):
Below are preferences for user 777 (Notice the call forward all is set to send the call to 778):
Step 7. Create 764 entry in users dialplan.
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: <user_pass> should be overwritten with the actual pin PIN to use in your environment |
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Note: Text other than ${MYVAR} can be changed to meet your needs. |
Step 8.
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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.
- Call group -> Notification.
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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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- Set -> ORIGINATE_EXTEN -> 765
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