Using Notification Services › Introducing the VOX Environment › VOX Environment Capabilities

VOX Environment Capabilities

Possible application scenarios for the VOX environment include the following:

• Paging

  A person can be notified of a particular event at any time of day or night by a numeric or alphanumeric page. A message can be sent to define the specifics of the event. If the pager supports two-way communication, this device can then be used to respond directly to the event that triggered the notification. If a one-way pager is used to receive the notification, the incoming telephone answer capabilities provided by the Notification Server can be used to remotely respond to the event. The combination of one-way paging, two-way paging, and telephone answer capabilities can provide a powerful tool for solving problems without having to go into the office. It also provides a way to inform an operator when certain events, such as backups, have been completed.

• Help desk

  Through the Answer Tree application, the VOX environment waits for an incoming call, verifies a caller user ID and password, and presents the caller with a list of system incidents. When the caller selects an incident item, the VOX environment plays back a voice file that details the status of the incident. If appropriate, the VOX environment presents a menu of possible actions.

• Problem escalation

  A specified event occurs, causing the VOX environment to play 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 the VOX environment receives no response, it begins to call each person on an on-call list, activating each beeper in the order listed. During each step, a specified time period elapses before the VOX environment repeats the announcement message or dials the next number.

• Auto-attendant

  One or more voice channels are waiting 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. According to the menu selection, the VOX environment presents the caller with another menu or transfers the caller.