Standby Duty Notifications
The ‘Standby Duty’ functionality allows you to define rules, which alert agents by email or SMS when certain events happen. For example, you can configure a Standby Duty activity to inform an agent by email about missed calls or when another agent took over.
‘Standby Duty’ feature checklist
To use this feature you need:
- A workflow instance with "standby duty activity" step → See Example Workflows and Workflow Elements
- Within Topology Settings:
- The Calendar Integrator Service (Topology → Component Defaults) needs to be set up.
- Mailboxes (Topology → Mailboxes) need to be defined.
- Email addresses and phone numbers of the Agents have to be configured in Outlook according to each Agent's information details.
The 'Standby Duty Notification' page contains the following settings:
| Control Name | Description |
|---|---|
Name | Standby Duty Notification name. |
Organization Unit | Select Organization Unit to which the Standby Duty Notification will be assigned and made available to. |
Notification Message section (user can define notifications that will be sent to agents) | |
Subject | Enter the subject of the email. |
Content 1st email address | Enter the body of the email that will be sent to the agent. |
Content 2nd email address | Enter the body of SMS that will be sent to an agent. |
Clearing Message section (user can define notifications to inform agents who did not pick up the call before the call was already answered) | |
Subject | Enter the subject of the email. |
Content 1st email address | Enter the body of the email that will be sent to the agent. |
Content 2nd email address | Enter the body of SMS that will be sent to an agent. |
Parameters | The section with predefined parameters available for choice. To add them to the fields drag-and-drop them. Each message will use a real actual value that corresponds to the parameter. The parameters represent the caller information (e.g. name, phone number, sip, etc.), customer information (e.g. service name, phone number, sip, etc.), service information, current system time, etc. |
The created standby duty notification must be assigned to a ‘Standby Duty’ workflow activity on WebConfigurator -> Workflow -> Workflow Instance tab in the StandbyDutyActivity:StandbyDutyNotification field.
Do not forget to add the workflow ‘Standby Duty’ instance to a Service
Delete Standby Duty Item
To delete the existing standby duty notification, select it in the list and click ‘Delete‘ button. If any workflow activity is currently using the standby duty notification, the ‘Delete’ button is disabled. To remove these standby duty notifications on the ‘Standby Duty Notification’ page, remove them from workflow activities.
Mouse over the "Delete" button to see a list of services where this notification is used.