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

Transcription

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

2 The Foundation Milsoft IVR s Notification One-stop shop for , Text, and Voice Call Notifications Robust and Configurable for Utility Control Automatic retries Multiple phone numbers and addresses Monitoring and reporting tools Dynamic and interactive content Any Topic, Any Audience To members regarding outages, billing, etc To employees regarding weather, meetings, etc To board members regarding reminders, menus, etc Surveys, Follow-ups, Apologies, Peak Usage Tips To regarding

3 New and Notable in Notification Better Voic Handling More accurate detection of more mobile provider systems Human answerer hears are you responsible for the electric bill? Voic system records please call us back asap at Voice Call Opt-Out Press 9 to stop receiving Planned Outage Notifications to this number. Opted-Out numbers next time: Skipped: Blocked and not dialed. Automation and Integration Evolving APIs to give other systems access to functions and results Prepay Alerts processed by Milsoft IVR from 3 rd party Systems Contact Tracking (aka Account Notes) posts to CIS Automated File Imports & Campaign Creations

4 Growing Together with Milsoft OMS Manual OMS Alerts Launch campaigns from inside DisSPatch (no more export file, import file required!) Before: Planned Outages and Weather Advisories During: Outage Updates After: Outage Follow-ups, Surveys, Apologies Auto OMS Alerts Proactive, fully automated, outage alerts. 123 Main Street: We are aware of an outage affecting you. 123 Main Street: Estimated Time of Restoration: 7pm. 123 Main Street: Your outage has been restored.

5 Growing Together with Milsoft OMS Personnel Notification (BETA) Fully automated to keep employees informed of important developments Key Account Outages alert to Customer Service Large Outages alert to Operations Management After-Hours Outages alert to On-Call Dispatchers SQL Driven if a query can be used to detect an event, Personnel Notification can send voice calls, s, and/or texts to personnel with details.

6 Manual Alerts: How-To In DisSPatch, right-click the outage or model element, à Send Outage Notification

7 Manual Alerts: How-To When BLS appears, log in.

8 Manual Alerts: How-To Choose Existing Campaign or specify type of New Campaign. Click Next.

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

10 Manual Alerts: How-To Click OK to the popup warning about being patient while it fetches all of the affected consumers from OMS and gathers their contact info the IVR s CIS cache.

11 Manual Alerts: How-To At this time, consumers have been added as contacts in your campaign. To finish, Click here when list is complete, and campaign should be activated.

12 Want Manual Alerts? IVR Support is a great place to start: - Version and Licensing/Product Requirements - Support Steps for Initial Setup - By IVR Support on IVR Servers & BLS - By OMS Support on OMS Servers & DisSPatch Once initially setup, DisSPatch users can alert as needed!

13 Auto OMS 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 testing and training to avoid notifying real consumers of not-real outage conditions. Turn ON when testing and training is completed.

14 Auto OMS Alerts: How-It-Works A service on the OMS server watches the OMS database for new outages, outages changes, and restorals. The service uses a BLS API to trigger an alert when certain events occur. OMS provides affected service location IDs. IVR 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 Notification schedules, sequences, and templates to know if/ when to make contact (not at 3am!), how to make contact (maybe text/ is best?), and how to present the information/content. (pretty words and logos!)

15 Auto OMS Alerts: How-It-Works Supported OMS Events: - Outage Predicted - Crew Assigned* - Estimated Time of Restoration Set* - Outage Verified - Outage Restored Utility can choose to disable event types during configuration (nobody currently enables predicted outages, for example) *First time only, additional changes to crew or ETOR do not result in additional alerts

16 Auto OMS Alerts: Sample Outage An outage call is received which causes a predic4on. This triggers an alert to consumers that are included in the predic4on. Alerts include the consumer s affected service address. 123 Main St: We are aware of outages affec4ng your area. And then

17 Auto OMS Alerts: Sample Outage Addi4onal outage calls are received which causes the predicted outage to grow. This triggers alerts to the newly predicted consumers (original consumers do not receive an alert at this 4me because there is not new informa4on to provide) st St: We are aware of outages affec4ng your area. And then

18 Auto OMS Alerts: Sample Outage A crew is assigned to the outage. This triggers an alert to all consumers included in the predic4on st St: We are aware of outages affec4ng your area. A crew has been dispatched. And then

19 Auto OMS Alerts: Sample Outage The outage is verified. This triggers an alert to consumers that are included in the outage st St: We are aware of outages affec4ng your area. A crew is onsite. And then

20 Auto OMS Alerts: Sample Outage An es4mated 4me of restora4on is set. This triggers an alert to all consumers included in the outage st St: We are aware of outages affec4ng your area. A crew is onsite working to fix the problem. Es4mated restored 4me: Mon, Feb 4, 8:00 am. And then

21 Auto OMS Alerts: Sample Outage The outage is restored. This triggers an alert to consumers that are included in the outage st St: Your outage has been restored. And then

22 Want Auto OMS Alerts? IVR Support is a great place to start: - Some Cases to Consider with Auto OMS Alerts - For many utilities, Manual OMS Alerts is a better fit, we can talk you through the considerations - Version and Licensing/Product Requirements - Support Steps for Initial Setup - By IVR Support on IVR Servers & BLS - By OMS Support on OMS Servers & DisSPatch

23 Personnel Notification: Designing Utilities work with IVR Support to make design decisions 1) For example, the cases a utility would like to implement: 1) IVR Payment > $500 notifies Customer Service Mgmt via 2) Outage Affecting > 20 Consumers notifies Operations Mgmt via Text 3) Outage Calls in each District notify that District s Dispatchers via 4) Payments made after hours for flagged accounts notifies Connect/Disconnect team via Text 5) Outage Calls After Hours notify the On-Call Dispatcher via Voice Call 2) For each of these, the utility works with IVR Support to establish: 1) The content for each type of notification. 2) The appropriate data to watch to know when the case occurs.

24 Personnel Notification: Initial Config 3) IVR Support creates a Notification template with the content for each case. 4) IVR Support creates a Personnel Notification Group that is wired to the appropriate template. 5) IVR Support creates a watcher thread to each case with the appropriate SQL query and properties that is wired to the appropriate Group.

25 Personnel Notification: People Data 6) Utility BLS users create and maintain a Contact per employee

26 Personnel Notification: People Data 6) Utility BLS users link Contacts to Groups.

27 Personnel Notification: Automagic With the building blocks in place and maintained as needed when employee information changes: 1) Watchers detect interesting events to trigger Personnel Notification Groups. 2) Groups combine Event Data, Contact Data, and Notification Templates to launch Notification Campaigns to all the right people at the right times with all the pertinent information.

28 Personnel Notification: Tools BLS: Configuration à Personnel Notification 1) Maintain personnel data and group membership. 2) Enable/Disable Groups. 3) A detailed Log shows what it s thinking, what it did (or didn t do), and why.

29 Ques4ons Clayton Tucker, Trainer Tech Support