MSG FORWARDING

[totaletech]

We have a CICS 6.1 installed with a Callpilot 100.
We are trying to setup an after hours emergency service notification.

As it is now we have a CCR tree using option one to forward to a voicemail box. That voicemail box then notifies the on call tech that there is a message. What we want to happen though is to have the service manager also get a copy of that message so that he can review all calls from the night before. Also, there have been instances where the tech will delete the message and claim that there were no calls the night before.

Any suggestions how to set this up?

Thank you in advance.

 

[lowradiation]

Call Pilot does not have an auto copy feature.
Suggestions:
a. Have the mailbox notify the service manager also.
b. Have the techs on call manually forward each message to the service managers mailbox after listening to them.
c. Get more trustworthy techs.

 

[commsguy]

I you were using unified messaging this would be easy. I can't think of any way to do it otherwise.

commsguy

http://www.convetech.com

 

[totaletech]

Is there a way to stop the techs from being allowed to delete the messages then?

 

[Arr]

Totaltech,
Add smdr and CLID to the system. That will allow management to view all recieved calls and their origins for a given time period. It will provide the avenue for direct quality control to the customer. You will also see logins from the tech side.

Cheers
PhM

 

[yahoogy]

Sounds like you are not paying your techs to be on call or they work on a salary basis.If either case is true,than you have a bigger problem than voice mail boxes,there is no reason that a standard policy could not be implemented that when they recieve the call out message that they foward a copy of the message to a manager mbox with an intro stating their name and the time they left to the job.
because evan if you could deny them from deleting the msg.,how can you prove that the message notification evan worked,or they could say they called in and their was no message ect.
Technical problem or managment problem?

 

[totaletech]

Will this solution work??

Call comes in on my CCR Tree, User presses 1 to go to a virtual DN of lets say #31. 31 then forwards to a Grouplist mailbox. That grouplist sends to service manager and service tech. Service Tech box then notifies the on call tech??

Looks good on paper, will it work???