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. Add 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 

Open

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 

Open

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 

Open

[+0-9]X.

1. Custom application – Queue(2,Cr,,,420,,,,,4)

2. Custom application – Queue(3,Cr,,,420,,,,,4)

OnCall_Out 

Open

[+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. Configure IVR 

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 – #