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  • 1.  Improving Email Alerts for calls to 911

    Posted 10-04-2023 09:45
    No replies, thread closed.

    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.
    ------------------------------


  • 2.  RE: Improving Email Alerts for calls to 911

    Posted 10-14-2023 22:45
    No replies, thread closed.

    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
    ------------------------------



  • 3.  RE: Improving Email Alerts for calls to 911

    Posted 10-16-2023 07:35
    Edited by Kristofer Lowe 10-16-2023 07:35
    No replies, thread closed.

    Hi Robert,

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

    Thanks,

    Kris





    Original Message


  • 4.  RE: Improving Email Alerts for calls to 911

    Posted 11-27-2023 17:51
    No replies, thread closed.

    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?



    ------------------------------
    Joe Ulrich
    Evolve Bank & Trust
    ------------------------------

    Original Message


  • 5.  RE: Improving Email Alerts for calls to 911

    Posted 11-27-2023 18:26
    No replies, thread closed.

    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.  



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

    Original Message


  • 6.  RE: Improving Email Alerts for calls to 911

    Posted 11-28-2023 15:47
    No replies, thread closed.

    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?



    ------------------------------
    Joe Ulrich
    Evolve Bank & Trust
    ------------------------------

    Original Message


  • 7.  RE: Improving Email Alerts for calls to 911

    Posted 11-28-2023 16:01
    No replies, thread closed.

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



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

    Original Message


  • 8.  RE: Improving Email Alerts for calls to 911

    Posted 11-28-2023 16:19
    No replies, thread closed.

    I was hoping for a way to do this at the on the trunk or organization level.  We have a bunch of sites and keeping them all in sync, could be an issue.  But it does certainly work, yes :D

    Thanks!



    ------------------------------
    Joe Ulrich
    Evolve Bank & Trust
    ------------------------------

    Original Message


  • 9.  RE: Improving Email Alerts for calls to 911

    Posted 11-28-2023 16:24
    No replies, thread closed.

    You can use trigger "v2.detail.events.conversation.{id}.user.end" for outbound calls, assuming you're fine with the workflow running after the call has ended.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------

    Original Message


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