Emergency On-call Voicemail notification

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

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. 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 

Create 4 Dialplan procedures with the following rules:

OnCall_CBK 

h 

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)

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. IVR Configuration

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 – #