Hello,

We currently receive an email alert when someone dials 911.  This alert contains very little information regarding who placed the call, if they don't have a DID.  This results in someone from our Admin Team searching the Interactions for 911 in the Session ID to find out who placed the call.  And then email Security and Reception with this information.  

With the recent releases of the ability to send a notification email through Architect and using Triggers.  I've been exploring improving this process.  I can send an email when a specific number is dialed, and I'll be able to use Data Actions to send additional information through the WorkFlow in Architect.  But I am having a little bit of an issue, that I need to overcome.  We have use cases where an agent may be on the phone with a caller, and need to place a call to 911 on their behalf.  This is really the only time Emergency Calls are placed by us.  The agent will sometimes place the caller on hold, if appropriate and then call 911 and conference them in using consult transfer.

I'm not sure if there is a solution for this scenario.  Would we be able to trigger the work flow in Architect based on a conversation being transferred or the consult transfer started and that the dnis is 911?

Any ideas?

Thank you,

I don't think you will get that through a trigger.  I would suggest you route your 911 calls through a flow that does the notification and then transfers out to 911.  Do you think that would work for you?

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 10-04-2023 09:45
From: Jason Tripp
Subject: Improving Email Alerts for calls to 911

Hello,

We currently receive an email alert when someone dials 911.  This alert contains very little information regarding who placed the call, if they don't have a DID.  This results in someone from our Admin Team searching the Interactions for 911 in the Session ID to find out who placed the call.  And then email Security and Reception with this information.  

With the recent releases of the ability to send a notification email through Architect and using Triggers.  I've been exploring improving this process.  I can send an email when a specific number is dialed, and I'll be able to use Data Actions to send additional information through the WorkFlow in Architect.  But I am having a little bit of an issue, that I need to overcome.  We have use cases where an agent may be on the phone with a caller, and need to place a call to 911 on their behalf.  This is really the only time Emergency Calls are placed by us.  The agent will sometimes place the caller on hold, if appropriate and then call 911 and conference them in using consult transfer.

I'm not sure if there is a solution for this scenario.  Would we be able to trigger the work flow in Architect based on a conversation being transferred or the consult transfer started and that the dnis is 911?

Any ideas?

Thank you,

#ArchitectureandDesign
#Integrations
#Telephony

------------------------------
Jason Tripp
Independent Health Association, Inc.
------------------------------

Hi Robert,

Out of interest, how do you route manual outbound calls through a flow?

Thanks,

Kris

Original Message:
Sent: 10-14-2023 22:45
From: Robert Wakefield-Carl
Subject: Improving Email Alerts for calls to 911

I don't think you will get that through a trigger.  I would suggest you route your 911 calls through a flow that does the notification and then transfers out to 911.  Do you think that would work for you?

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 10-04-2023 09:45
From: Jason Tripp
Subject: Improving Email Alerts for calls to 911

Hello,

We currently receive an email alert when someone dials 911.  This alert contains very little information regarding who placed the call, if they don't have a DID.  This results in someone from our Admin Team searching the Interactions for 911 in the Session ID to find out who placed the call.  And then email Security and Reception with this information.  

With the recent releases of the ability to send a notification email through Architect and using Triggers.  I've been exploring improving this process.  I can send an email when a specific number is dialed, and I'll be able to use Data Actions to send additional information through the WorkFlow in Architect.  But I am having a little bit of an issue, that I need to overcome.  We have use cases where an agent may be on the phone with a caller, and need to place a call to 911 on their behalf.  This is really the only time Emergency Calls are placed by us.  The agent will sometimes place the caller on hold, if appropriate and then call 911 and conference them in using consult transfer.

I'm not sure if there is a solution for this scenario.  Would we be able to trigger the work flow in Architect based on a conversation being transferred or the consult transfer started and that the dnis is 911?

Any ideas?

Thank you,

#ArchitectureandDesign
#Integrations
#Telephony

------------------------------
Jason Tripp
Independent Health Association, Inc.
------------------------------

I too would be interested in this, @Robert Wakefield-Carl, do you have a way of doing this on all outbound calls from the system, including both Interactions and personal calls?

Hi Robert,

Out of interest, how do you route manual outbound calls through a flow?

Thanks,

Kris

Original Message:
Sent: 10-14-2023 22:45
From: Robert Wakefield-Carl
Subject: Improving Email Alerts for calls to 911

I don't think you will get that through a trigger.  I would suggest you route your 911 calls through a flow that does the notification and then transfers out to 911.  Do you think that would work for you?

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 10-04-2023 09:45
From: Jason Tripp
Subject: Improving Email Alerts for calls to 911

Hello,

We currently receive an email alert when someone dials 911.  This alert contains very little information regarding who placed the call, if they don't have a DID.  This results in someone from our Admin Team searching the Interactions for 911 in the Session ID to find out who placed the call.  And then email Security and Reception with this information.  

With the recent releases of the ability to send a notification email through Architect and using Triggers.  I've been exploring improving this process.  I can send an email when a specific number is dialed, and I'll be able to use Data Actions to send additional information through the WorkFlow in Architect.  But I am having a little bit of an issue, that I need to overcome.  We have use cases where an agent may be on the phone with a caller, and need to place a call to 911 on their behalf.  This is really the only time Emergency Calls are placed by us.  The agent will sometimes place the caller on hold, if appropriate and then call 911 and conference them in using consult transfer.

I'm not sure if there is a solution for this scenario.  Would we be able to trigger the work flow in Architect based on a conversation being transferred or the consult transfer started and that the dnis is 911?

Any ideas?

Thank you,

#ArchitectureandDesign
#Integrations
#Telephony

------------------------------
Jason Tripp
Independent Health Association, Inc.
------------------------------

You wouldn't be able to do this for all outbound calls, but for specific numbers like 911 or an extension, you just use a REGEX to translate to the SIP address of the flow.  

I too would be interested in this, @Robert Wakefield-Carl, do you have a way of doing this on all outbound calls from the system, including both Interactions and personal calls?

Hi Robert,

Out of interest, how do you route manual outbound calls through a flow?

Thanks,

Kris

Original Message:
Sent: 10-14-2023 22:45
From: Robert Wakefield-Carl
Subject: Improving Email Alerts for calls to 911

I don't think you will get that through a trigger.  I would suggest you route your 911 calls through a flow that does the notification and then transfers out to 911.  Do you think that would work for you?

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 10-04-2023 09:45
From: Jason Tripp
Subject: Improving Email Alerts for calls to 911

Hello,

We currently receive an email alert when someone dials 911.  This alert contains very little information regarding who placed the call, if they don't have a DID.  This results in someone from our Admin Team searching the Interactions for 911 in the Session ID to find out who placed the call.  And then email Security and Reception with this information.  

With the recent releases of the ability to send a notification email through Architect and using Triggers.  I've been exploring improving this process.  I can send an email when a specific number is dialed, and I'll be able to use Data Actions to send additional information through the WorkFlow in Architect.  But I am having a little bit of an issue, that I need to overcome.  We have use cases where an agent may be on the phone with a caller, and need to place a call to 911 on their behalf.  This is really the only time Emergency Calls are placed by us.  The agent will sometimes place the caller on hold, if appropriate and then call 911 and conference them in using consult transfer.

I'm not sure if there is a solution for this scenario.  Would we be able to trigger the work flow in Architect based on a conversation being transferred or the consult transfer started and that the dnis is 911?

Any ideas?

Thank you,

#ArchitectureandDesign
#Integrations
#Telephony

------------------------------
Jason Tripp
Independent Health Association, Inc.
------------------------------

Unforetunately it looks like GCV does not support REGEX as documented HERE.  Do you have any other thoughts on a way to accomplish this in GCV?

You wouldn't be able to do this for all outbound calls, but for specific numbers like 911 or an extension, you just use a REGEX to translate to the SIP address of the flow.  

I too would be interested in this, @Robert Wakefield-Carl, do you have a way of doing this on all outbound calls from the system, including both Interactions and personal calls?

Hi Robert,

Out of interest, how do you route manual outbound calls through a flow?

Thanks,

Kris

Original Message:
Sent: 10-14-2023 22:45
From: Robert Wakefield-Carl
Subject: Improving Email Alerts for calls to 911

I don't think you will get that through a trigger.  I would suggest you route your 911 calls through a flow that does the notification and then transfers out to 911.  Do you think that would work for you?

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 10-04-2023 09:45
From: Jason Tripp
Subject: Improving Email Alerts for calls to 911

Hello,

We currently receive an email alert when someone dials 911.  This alert contains very little information regarding who placed the call, if they don't have a DID.  This results in someone from our Admin Team searching the Interactions for 911 in the Session ID to find out who placed the call.  And then email Security and Reception with this information.  

With the recent releases of the ability to send a notification email through Architect and using Triggers.  I've been exploring improving this process.  I can send an email when a specific number is dialed, and I'll be able to use Data Actions to send additional information through the WorkFlow in Architect.  But I am having a little bit of an issue, that I need to overcome.  We have use cases where an agent may be on the phone with a caller, and need to place a call to 911 on their behalf.  This is really the only time Emergency Calls are placed by us.  The agent will sometimes place the caller on hold, if appropriate and then call 911 and conference them in using consult transfer.

I'm not sure if there is a solution for this scenario.  Would we be able to trigger the work flow in Architect based on a conversation being transferred or the consult transfer started and that the dnis is 911?

Any ideas?

Thank you,

#ArchitectureandDesign
#Integrations
#Telephony

------------------------------
Jason Tripp
Independent Health Association, Inc.
------------------------------

You mean you can't setup a dial plan like this:

Unforetunately it looks like GCV does not support REGEX as documented HERE.  Do you have any other thoughts on a way to accomplish this in GCV?

You wouldn't be able to do this for all outbound calls, but for specific numbers like 911 or an extension, you just use a REGEX to translate to the SIP address of the flow.  

I too would be interested in this, @Robert Wakefield-Carl, do you have a way of doing this on all outbound calls from the system, including both Interactions and personal calls?

Hi Robert,

Out of interest, how do you route manual outbound calls through a flow?

Thanks,

Kris

Original Message:
Sent: 10-14-2023 22:45
From: Robert Wakefield-Carl
Subject: Improving Email Alerts for calls to 911

I don't think you will get that through a trigger.  I would suggest you route your 911 calls through a flow that does the notification and then transfers out to 911.  Do you think that would work for you?

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 10-04-2023 09:45
From: Jason Tripp
Subject: Improving Email Alerts for calls to 911

Hello,

We currently receive an email alert when someone dials 911.  This alert contains very little information regarding who placed the call, if they don't have a DID.  This results in someone from our Admin Team searching the Interactions for 911 in the Session ID to find out who placed the call.  And then email Security and Reception with this information.  

With the recent releases of the ability to send a notification email through Architect and using Triggers.  I've been exploring improving this process.  I can send an email when a specific number is dialed, and I'll be able to use Data Actions to send additional information through the WorkFlow in Architect.  But I am having a little bit of an issue, that I need to overcome.  We have use cases where an agent may be on the phone with a caller, and need to place a call to 911 on their behalf.  This is really the only time Emergency Calls are placed by us.  The agent will sometimes place the caller on hold, if appropriate and then call 911 and conference them in using consult transfer.

I'm not sure if there is a solution for this scenario.  Would we be able to trigger the work flow in Architect based on a conversation being transferred or the consult transfer started and that the dnis is 911?

Any ideas?

Thank you,

#ArchitectureandDesign
#Integrations
#Telephony

------------------------------
Jason Tripp
Independent Health Association, Inc.
------------------------------

I too would be interested in this, @Robert Wakefield-Carl, do you have a way of doing this on all outbound calls from the system, including both Interactions and personal calls?

Hi Robert,

Out of interest, how do you route manual outbound calls through a flow?

Thanks,

Kris

Original Message:
Sent: 10-14-2023 22:45
From: Robert Wakefield-Carl
Subject: Improving Email Alerts for calls to 911

I don't think you will get that through a trigger.  I would suggest you route your 911 calls through a flow that does the notification and then transfers out to 911.  Do you think that would work for you?

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 10-04-2023 09:45
From: Jason Tripp
Subject: Improving Email Alerts for calls to 911

Hello,

We currently receive an email alert when someone dials 911.  This alert contains very little information regarding who placed the call, if they don't have a DID.  This results in someone from our Admin Team searching the Interactions for 911 in the Session ID to find out who placed the call.  And then email Security and Reception with this information.  

With the recent releases of the ability to send a notification email through Architect and using Triggers.  I've been exploring improving this process.  I can send an email when a specific number is dialed, and I'll be able to use Data Actions to send additional information through the WorkFlow in Architect.  But I am having a little bit of an issue, that I need to overcome.  We have use cases where an agent may be on the phone with a caller, and need to place a call to 911 on their behalf.  This is really the only time Emergency Calls are placed by us.  The agent will sometimes place the caller on hold, if appropriate and then call 911 and conference them in using consult transfer.

I'm not sure if there is a solution for this scenario.  Would we be able to trigger the work flow in Architect based on a conversation being transferred or the consult transfer started and that the dnis is 911?

Any ideas?

Thank you,

#ArchitectureandDesign
#Integrations
#Telephony

------------------------------
Jason Tripp
Independent Health Association, Inc.
------------------------------