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The core of Notification Manager is more of a control center and database handler than an actual method of contacting people. It allows you to create any number of methods to be used to contact people. CA provides you with a starter set consisting of voice paging, email, alphanumeric paging, and numeric paging. You can add any number of your own methods. Currently, the method must be a REXX script.
Notification Manager makes it possible to notify contacts through different methods. You almost always want to use a different method to contact people depending on where they typically are at a particular time of day. If they always wear a pager, you can always have them paged; however, there are other considerations.
The methods that Notification Manager uses to notify a contact fall into two categories:
One category notifies a contact by relaying a message and by soliciting a response to a question. The method accepts the response and passes the data along for site automation. For example, a contact may be notified by a voice phone call that will play prerecorded messages, record contact initiated messages for forwarding to all subsequent people handling the problem, ask a question, and wait for a response.
Methods that fall into the second category simply relay a message. Such methods when combined with the Notification Manager Call-in feature can be used to notify, confirm notification receipt, and solicit a response to a question. For example, whenever Notification Manager notifies a contact using a pager, Notification Manager displays a call-in phone number and item ID on the pager display. Upon receipt, the contact dials the displayed call-in number. After a voice call connection is established, Notification Manager prompts the contact to enter the item ID, relays a message, asks a question, awaits the response by the contact, and passes the response along for further automation.
Notification Manager supports a number of communication methods directly, including:
Because Notification Manager is an open application, you can also define your own custom methods to use in particular circumstances. Examples of custom methods include generating an operator message, sending a FAX, opening a problem ticket, and putting a message on a CA Automation Point PPQ.
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