UCXN 8 - Outcall Notification (Notification Devices)

[MitelInMyBlood]

Is there a way to schedule the hours that we want to have outcall notification active? Example, I have a primary (mobile phone) and an alternate (another mobile phone) configured under notification devices. I have the primary set to receive the initial notification (voice mail calls the number and prompts for a password) and the alternate configured to be notified 10 minutes later (in the same way) if the message hasn't yet been picked up. All this is working. Now they've thrown me a curve.

The request is to only alert the alternate person between the hours of 6A and 9P daily - ie, on a schedule, in other words don't disturb them in the middle of the night.

Does anyone have an idea of how to do it or is this YAFG (yet another feature gap)? (I was able to do it on the previous 20-yr old platform)

Thanks for any suggestions or ideas.



Original MUG/NAMU Charter Member

 

[MitelInMyBlood]

Sorry - I should have been more specific. We need to be able to set up the schedule without using CPCA - the idea is for the ADMIN to be able to set and hard-code the schedule so it cannot be changed by the enduser.


Original MUG/NAMU Charter Member

 

[whykap]

No CPCA is the only way that I know of or the admin pages. If that doesn't work here are alternatives:
- Email notification of voice mail and the user can listen to the wave file through their smart phone (assuming they have one) or they can stll dial into vm and listen to it.

- Set up single number reach for the user in cucm and they can get the call live instead of listening to vm, calling back, etc.
Much faster and better customer service than vm notification. That can be controlled with time and day.

 

[MitelInMyBlood]

Okay, I see addt'l info is needed. My bad.

CPCA is not viable because the mailbox is not directly associated with the people receiving the outcall notifications, hence they are unable to configure their notification schedules via CPCA. We need some way for the sysadmin to be able to configure the outcall schedule. (or have some way to be able to associate those users with the mailbox so they *can* use CPCA.

SNR is not a viable solution. The people on call work behind the scenes, preferring some degree of privacy and anonymonity and so do not wish to speak live via a cold call from anyone.

We are using email notification using the WAV file, but that goes out to execs & public affairs types who have to fend off the media. Email also doesn't wake anyone up like outcall notification does, or if it does (SMS text alert paging) it's still not on a schedule. The design is for a senior person (decision-empowered) to get the first call, 24/7 and make the business critical decisions. During more humane hours (6A-9P) he also wants one of his direct reports to be able to back him up in case he's indisposed during the day (meetings, travelling, etc) and simply can't answer the outcall at the moment it comes in, albeit critically vital to get that message in the timeliest way possible and act on it. He doesn't mind being awakened at 3 AM, it's during the day where we have the (potential) coverage gaps and need to be able to schedule the alternate notification to handle times when the message isn't picked up within 1 minute (the retry schedule).

SMS is also not dependable. Carriers will tell you SMS is a 'best-effort' service with no guarantee. In major population areas such as ours it's not uncommon to see SMS messages at times delayed by several hours or lost entirely, especially if they must transition through an Internet/email to SMS relay (as would be the case with UCXN generated alerts).



Original MUG/NAMU Charter Member

 

[whykap]

I thought the issue was that they do not want to get the notification 24-7 because they do not want to be awaken.
Your last post says that it's vital that they get awaken at any time of day therefore phone call is a must.
You can have multiple users get called in a specific order I might add and in intervals. The first one that responds can check the voice mail, then the notification will stop.
I do not know of a way to do some numbers 24-7 and some other hours however. They will need to settle with all 24-7 notification with the director getting the first call so when he responds his direct report doesn't get the call.
Would that work?

 

[MitelInMyBlood]

That might actually work. I will need to discuss w/him. I was aware of sequential alerting capability, but had completely overlooked that picking up the msg by the first one alerted would stop subsequent alerts. Thanks for clarifying. (May need to delay the 2nd outcall by more than just 1 minute tho....) If he's like me it takes a couple minutes to become coherrent when the phone rings at 3 AM.

Original MUG/NAMU Charter Member