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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 |
Table of Contents |
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Use Case
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Step 1.Create an IVR called Support with two options as follows.
- Number 1
...
- points to users > 901
...
- dialplan entry.
- Number 2 points to users > 902
...
- 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 and 902 entries in users dialplan.
Below are applications used in the corresponding order:
...
Note |
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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)
...
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 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). |
...
Note |
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Note: <user_pass> should be overwritten with the actual pin PIN to use in your environment |
...
Note |
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Note: Text other than ${MYVAR} can be changed to meet your needs. |
Step 8. Create 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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- Set -> ORIGINATE_EXTEN -> 765
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