Standby Duty Notifications Tab

"Standby Duty Notifications" allow to define rules which alert agents by email or SMS when certain events happen. For example, you can configure Standby Duty activity to inform an agent by email with all the call data in case a call is missed or another agent answered it.

Preconditions

  • To configure the "Standby Duty" feature a standby duty notification, a workflow instance with standby duty activity, the CI service and mailboxes have to be configured in TM.
  • Calendar events, email addresses, phone numbers of the agents have to be configured in Outlook.

Reach the notifications via Services -> Standby Duty Notification tab:

An example of standby duty notification

The 'Standby Duty Notification' page contains the following settings:

Control NameDescription

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 should be assigned to the "Standby Duty" workflow activity on TM Configurator -> Workflow -> Workflow Instance tab in the Notification Message field. Do not forget to add to the service the workflow instance with a "Standby Duty" activity.