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This Article describes how to configure Emergency On-call Voicemail notification for emergency after hour services. Created: April 2020 Permalink: https://confluencewildix.wildixatlassian.comnet/wiki/x/JYEbBOBfOAQ |
Table of Contents |
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Introduction
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- 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
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The detailed instruction on how to create Call groups: Call distribution in Call groups. |
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Create 4 Dialplan procedures with the following rules:
OnCall_CBK
h
- Set – ORIGINATE_CHANNEL – Local/${CALLERID(num)}@OnCall_In/n
- Set – ORIGINATE_CONTEXT – OnCall_Out
- Set – ORIGINATE_EXTEN – ${CALLERID(num)}
- Set – ORIGINATE_PRIORITY – 1
- Set – ORIGINATE_CALLERID – Callback: ${CALLERID(name)} <${CALLERID(num)}>
- Set – ORIGINATE_TIMEOUT – 840 (Note: Set to max time for TOTAL agent notification, to include the failover call groups)
- Set – ORIGINATE_ASYNC – true
- Set – ORIGINATE_VARIABLES – QUEUENAME=${QUEUENAME},QUEUEPOSITION=${QUEUEPOSITION}
- Custom application – Originate()
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- Voicemail access 4000 Option C (DO NOT skip the pin)
OnCall_Confirm
default
- 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.”
- Wait for digits – 3
- IVR – (Enter the name of the IVR you are using. Example: Night_Main)
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- IVR - (Enter the name of the IVR you are using. Example: Night_Main)
OnCall_In
[+0-9]X.
- Custom application – Queue(2,Cr,,,420,,,,,4)
- Custom application – Queue(3,Cr,,,420,,,,,4)
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Note:
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OnCall_Out
[+0-9]X.
- Set – PRESERVE_CID – yes
- Play Sound – “Hello. This is an emergency on call voicemail notification.”
- Voicemail access – 4000 – Option – S – skip pin
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- Voicemail Access – 4000 – Skip Pin
Step 4.
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Configure IVR
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The detailed instruction on how to configure IVR trees: WMS Start Guide. |
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- Number – #
- Item Action – Action
- Dialplan Prodecure – OnCall_CBK
- Called Number – #
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