After Hours Calling/Notification

[FWH]

Looking for suggestions on how to setup an After Hours Outcalling or other Notification with either Escalation or Supervision. Some means if the Employee doesn't accept the outcall, check the voicemail, etc. it either continues to harass them, or escalates to another person.

For example, Caller reaches IVR >> IVR Screens Caller to Record Name. >> System attempts to reach designated After Hours Employee(s).

Problem: No one accepts the call (perhaps a second attempt is made by the system). Caller is sent to Voicemail.

Now what? The voicemail needs response. Open to suggestions on a better way to make this mouse trap so someone in the company makes contact, while hopefully clearing out any escalations in the process.

 

[Evolute IT]

Why not use a CFD app to gather info and forward it to the right person, out-of-office hours?

 

[FWH]

Call Flow Designer seems a bit excessive, does it not? The only info gathered is a recorded name, which isn't necessarily a requirement, it just gives the recipient a "heads up".

There's got to be a simple way to do this out of the box.

 

[Evolute IT]

Call Flow Designer seems a bit excessive, does it not? The only info gathered is a recorded name, which isn't necessarily a requirement, it just gives the recipient a "heads up".

There's got to be a simple way to do this out of the box.

Well, you can enable the Missed Call notification in the Extension options. If the caller has a CNAM or if it's your contacts/CRM, it should display the name.

If you need more, simply configure the voicemail or a generic user just for a custom VM.

 

[FWH]

True, but that's a single notification, even to a group distribution email list. The idea here is it needs to wake someone up and that could take more than 1 call attempt or necessitate an escalation/alternate person.

Am I missing the ability for the system to supervise a call to a mobile phone, and if it doesn't get answered, return the caller to an alternate destination? Like with Asterisk, you can ring a number of X seconds, if someone answers, they have to press a digit to accept the call.

 

[Evolute IT]

True, but that's a single notification, even to a group distribution email list. The idea here is it needs to wake someone up and that could take more than 1 call attempt or necessitate an escalation/alternate person.

Am I missing the ability for the system to supervise a call to a mobile phone, and if it doesn't get answered, return the caller to an alternate destination? Like with Asterisk, you can ring a number of X seconds, if someone answers, they have to press a digit to accept the call.

Okay so you simply need to announce the caller? For this, create an extension with a forwarding rule to the mobile after 1sec. Check the option to Announce Caller and enable screen calls on that extension options.

Then, in your Q/RG, set the DNA to that extension. If nobody answer, it will forward to that ext and forward to the mobile and ask the user to accept/send to voicemail.

 

[Evolute IT]

See here : https://www.3cx.com/docs/manual/pbx-extension-management/#h.6gzv6nlh5rdk

Screen calls – use ONLY for the Rebound feature, i.e. prompts the user for a name and plays the name to the called party to decide to take the call or not.