Emergency Call Escalation with Text Messaging

We are looking for emergency call esccallation. Can we program how long before calling the second, third, fourth, and fifth persons under the call till confirm?

Voicent Program has the “call interval” feature that allows you to set the call interval between calls.

Can call till confirm be handled by paging or sending a text or leaving a message if the tech fails to answer and the technician call back in and enter the code and stop the escalation as long as it is within the “call interval” time period?

Yes, but not with BroadcastByPhone program.

You need to use Voicent IVR Studio to set up an inbound phone application to wait for technician calling back. Once the correct code is entered, stop the escalation program/script. Though the whole system can be setup without too much difficult, it does require programming for customization. If you do not have IT staff, you can hire someone online to do the work for you. It should not be that much work, the specification is listed below.

We do not support paging and text messaging. However, you can use email to text messaging service provided by the mobile phone company. To text someone, all you need to do is send an email to the carrier specified email address.

For the whole process to work as you described, you need:

1. A script/program to do the following:

send an email to the first technician on the list

wait for confirmation from IVR application for some specified time

if confirmed, exit, else email to the next technician, and continue…

2. An IVR application to receive confirmation

Answer the call when someone calls in. Once a confirmation is received, notify the above script