Milso& Customer Outage Alerts. A look at how to keep customers informed during outage situa:ons

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Melvyn Armstrong
5 years ago
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1 Milso& Customer Outage Alerts A look at how to keep customers informed during outage situa:ons

2 Con:nuing Growth with Milso& IVR & OMS Milso& Customer Outage Alerts 1. OMS Auto Alerts Proac:ve and fully automated outage alerts» 123 Main Street: We are aware of an outage affec:ng you.» 123 Main Street: Es:mated Time of Restora:on: 7pm.» 123 Main Street: Your outage has been restored. 2. OMS Manual Alerts Launch campaigns from inside DisSPatch (no more export file, import file required)» Before: Planned Outages and Weather Advisories» During: Outage Updates» A&er: Outage Follow-ups, Surveys, Apologies

3 OMS Auto Alerts: How it works A1 service on the OMS server watches the OMS database for new outages, outage changes, and restorals. The service uses a BLS API to trigger an alert when certain events occur. OMS provides affected service loca:on IDs. The IVR then uses those IDs to pull data from the IVR s CIS cache. Therefore, phone numbers and addresses are controlled on the IVR side. IVR uses No:fica:on schedules, sequences, and templates to know if/when to make contact, how to make contact, and how to present the informa:on/content.

4 OMS Auto Alerts: How it works Supported OMS Events: - Outage Predicted - Crew Assigned* - Es:mated Time of Restora:on Set* - Outage Verified - Outage Restored U:lity can choose to disable event types during configura:on (only one u:lity enables predicted outages, for example) -Majority of users enable Outage Verified and Outage Restored *First :me only, addi:onal changes to crew or ETOR do not result in addi:onal alerts

5 OMS Auto Alerts: Best Prac:ces OMS Auto Alerts work best via text or Must have tex:ng in place on your IVR system through a 3 rd party tex:ng vendor in order to u:lize tex:ng TextPower is Milso& s preferred tex:ng vendor (Can send auto alerts via voice call but is not recommended) Enabling/Disabling Auto Alerts How-To & Best Prac:ces Will cover further on next slide

6 OMS Auto Alerts: How-To Because it is auto, the only special tool that users need to learn to use is an ON/ OFF switch on the BLS Dashboard. Turn OFF for tes:ng and training to avoid no:fying real consumers of not-real outage condi:ons. Would also possibly want to disable during an extremely large outage, as well as when you are going to re-work outages Turn ON when tes:ng/training is completed or a&er you get done re-working outages

7 OMS Auto Alerts: Verified Outage

8 OMS Auto Alerts: Restored Outage

9 Want OMS Auto Alerts? Support is a great place to start: RAM will then reach out with a quote to give you an idea of cost Things to Consider with Auto OMS Alerts Tex:ng is the best and most efficient way to use Auto Alerts Should be ready to implement tex:ng as well (if you don t have it in place already) when looking into Auto Alerts - Version and Licensing/Product Requirements - Support Steps for Ini:al Setup - By IVR Support on IVR Servers & BLS - By OMS Support on OMS Servers & DisSPatch

10 OMS Manual Alerts: How-To In DisSPatch, right-click the outage or model element, à Send Outage No:fica:on

11 OMS Manual Alerts: How-To When BLS appears log in

12 OMS Manual Alerts: How-To Choose Exis:ng Campaign or specify type of New Campaign. Click Next.

13 OMS Manual Alerts: How-To The wizard will prompt you to fill in any blanks in the content. (Blanks depend on how your content is designed) Click Next.

14 OMS Manual Alerts: How-To At this :me, consumers have been added as contacts in your campaign. To finish, Click here when list is complete, and campaign should be ac:vated.

15 OMS Manual Alerts: How-To Campaign is now ac:ve, as indicated by the green dot in the ac:ve column You can check the campaign s status by clicking on the Watcher and Contacts ellipses

17 Want OMS Manual Alerts? IVR Support is a great place to start: Must have Milso& IVR (w/no:fica:ons) & Milso& OMS No addi:onal cost is required to enable and configure OMS Manual Alerts Version and Licensing/Product Requirements Support Steps for Ini:al Setup - By IVR Support on IVR Servers & BLS - By OMS Support on OMS Servers & DisSPatch Once ini:ally setup, DisSPatch users can alert customers as needed!

18 Ques:ons Clayton Tucker ext Brian Lassiter Support

OMS Alerts with Milsoft IVR Written by: Darcy O Neal Presented by: Clayton Tucker

OMS Alerts with Milsoft IVR Written by: Darcy O Neal Presented by: Clayton Tucker The Foundation Milsoft IVR s Notification One-stop shop for Email, Text, and Voice Call Notifications Robust and Configurable