Voice Notification Setup

[Lakshmi Prabha]

When a P1 incident is assigned to a group, customer needs a Voice message/Phone call to their mobile number stating a P1 incident is assigned to their group.

I have already configured email/SMS notification. Its working fine.

Customer needs to Voice message /Phone call if high priority incident is assigned to their group.

In Notification preferences i have   selected type as "Voice" and gave the Mobile number. It didn't Work.

Did any one configured Voice message/Phone call notification when an Incident is assigned?

[brucehendershot]

Although not in production yet I have configured outbound voice notifications using Notify/Twilio.   If someone answers the call it provides the ability for them to respond to menu choices (DTMF).   Otherwise it leaves a voice mail.   If they answer and respond, an interpreted text version of their numeric response will be recorded back in the record (incident alert) that triggered the notification.   I'm still working on that piece.   In this initial application of the capability, the voice notifications are being sent to several people simultaneously.   The list of recipients is stored and maintained in a notification group.   The phone numbers to call are pulled from user table.   Let me know if you have any specific questions.

Bruce

[mikereaves]

Please keep us posted Bruce. My client thinks this feature is OOTB.

[brucehendershot]

Mike:   Since my original post here I stopped work on this and am now picking it up again.   My latest testing exposed an issue where the receiver of the call from Twilio experiences a delay before they hear the greeting ready to them after they answer.   This only occurs when I'm sending to about 5 or more people.   I don't know if this is an issue because I have multiple contexts running and using Twilio or if it's on the Twilio end.   I'm started to explore that now.

[chaitusnow]

Hi Bruce,

We are using Twilio Notify. Can you please explain me how we will record the incoming/ outgoing calls . How we can setu Voice mail.

Thanks.

[Martin Hajducik]

Hi there

Bruce if possible for you, can you please share more details about your setup ? I was able to set oncall rotation plan, ticket is assgined to particular group and  person, I was able to make voice phone call using Twilio Call() method inside adjusted Workflow, but can't figure out how to pass Say() or  gateher()  to existing Call()  . 

Thanks