Notification Overview › Notification Methods › Telephone

Telephone

To use telephone as a notification method, you must configure a Dialogic voice card.

The VOX environment supports up to 36 analog voice channels in a single workstation. These channels can be logically grouped so that you can control the available channels more easily.

The VOX environment accepts input from touch-tone and network devices. Touch tone telephones generate Dual Tone Multi-Frequency (DTMF) signals. Telephone network devices such as Central Office (CO) and Private Branch Exchange (PBX) switches generate Multi-frequency (MF) signals.

The following are some practical examples of how CA Automation Point provides telephone notification:

• Help desk. Through the Answer Tree application, the VOX environment waits for an incoming call, verifies the user ID and password of a caller, and presents the caller with a list of system incidents. When the caller selects an incident item, a voice file that details the status of the incident is played.
• Problem escalation. The VOX environment plays an announcement message over an intercom system one or more times, possibly increasing the volume and preamble each time. If an operator does not respond, the VOX environment dials the extension of each person on an internal notification list and plays the message. If there is no response, each person on an on-call list is called, and each person's beeper is activated in the order listed.
• Auto-attendant. One or more voice channels wait to answer an incoming telephone call. On the specified ring, the VOX environment answers the call and presents the caller with a menu of several options. Then depending on the menu selection, the VOX environment presents the caller with another menu, or transfers the caller.