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Overview

The Urgent Notify application provides the ability to create event-based notifications that are sent to a designated response team. For example, if someone at your organization dials 911, the Urgent Notify app can send a notification to your crisis team, with details of the call.

Different Urgent Notify notifications can be set by creating multiple configurations. Each configuration monitors a dialed number from selected locations or extensions, and then sends a notification to a designated team.

How to Access the Urgent Notify App.

• Using a browser, navigate to the Urgent Notify Application by clicking https://teamhub-apps.sangoma.com/launch/cwa_urgent .

• Login using your Business Voice Portal Credentials.

Access the Urgent Notify App. via TeamHub

You may also launch the Urgent Notify app from TeamHub,

• Open the TeamHub app.

• Select “Home” in the left side menu.

• Click the VIEW APPS button. in the App Gallery tile.

• Scroll to the Urgent Notify tile and click the OPEN button.

How to Create a new Configuration:

• Select the Configurations option from the menu on the Left side of the page.

• Click the  + Configuration  button in the top right corner of the window.

• Enter the required information as described in the Urgent Notification Configuration section below.

How to Edit an existing Configuration:

• Select the Configuration option from the menu on the Left side of the page.

• Click the Actions Icon ( ⋮ ) on the right side of the desired configuration and Select Edit.

• If the selected Configuration is active, click the  DEACTIVATE  button, in the last step of the configuration wizard.

• Make the desired changes as described in the Urgent Notification Configuration section below.

How to Delete an existing Configuration:

• Select the Configuration option from the menu on the Left side of the page.

• Click the Actions Icon ( ⋮ ) on the right side of the desired configuration and Select DELETE.

How to Activate & Deactivate a Configuration

Activate a Configuration

• Click the Actions Icon ( ⋮ ) on the right side of the desired configuration and Select Edit.

• Click the  ACTIVATE  button, at the last step of the configuration wizard.

Deactivate a Configuration

• Click the Actions Icon ( ⋮ ) on the right side of the desired configuration and Select Edit.

• Click the   DEACTIVATE   button, at the last step of the configuration wizard.

Urgent Notification Configuration

Note: If a field is required it will state required on the right side of the field.

1.  Basic Info

Enter the following information and then click to the NEXT button in the bottom right corner of the screen.

• Configuration Name

  • Enter a name for this configuration.

• Timezone

  • Select the timezone to be used.

• SMS Number

  • Select the SMS number that will be used to send out the notifications.

  • The numbers you may use here have to be 10DLC format numbers, purchased through the SMS Campaign Registry App, and associated with an active campaign created in the same app.

  • A pre-populated list of these type of numbers will appear when clicking the dropdown. If you don’t have any of these numbers available, you may click on the Buy a Number button available at the top of the dropdown.

  • For more information about 10DLC numbers and campaigns, read the SMS Campaign Registry App article.

• Error Email

  • Enter an email address that error messages can be sent to.

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2. Trigger Number

This section of the configuration defines what will trigger the urgent notification. Enter the following information and then click to the  NEXT  button in the bottom right corner of the screen.

• Trigger:

  • Enter a number or extension that when dialed will trigger the urgent notification.  (Example: 911)

• What locations and Extension do you want to monitor for the trigger selected above

  • All Locations and Extensions Checked - if this field is checked and when the trigger number entered above is dialed by any location or extension within the organization, the urgent notification will be triggered.

  • All Locations and Extensions Un-Checked - If this field is uncheck, search and select the Locations and/or Extensions that will trigger this notification by dialing the trigger number.

3.  People Notified

This section of the configuration defines who will be notified and the notification method. In this section the list of existing contacts is displayed with the option to Add, Edit, or Delete Contacts.

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Remove Contacts from the Contacts list

Hover or the desired contact and click the Delete Ⓧ icon.

Add or edit Contacts in the Contact list

After clicking the  + Contact  button to add a contact or the Edit ( 🖉 ) icon to edit a contact, enter the following information and then click the NEXT button in the bottom right corner of the screen.

• Name - Enter the name of the contact.

• Email or Phone - Enter how the contact is notified.

  • Email - Enter the email address where the notification is to be sent.

  • Phone Message - Enter the Text messaging number where the notification is to be sent. 

• Click the Save button. 

4.  External Data

This section is optional and is for advanced users. In this section you can configure the notification flow to retrieve information from an external website. The information retrieved can be added as output data which then can be added to the notification messages. To get a complete guide on how to configure external data, click on the EXTERNAL DATA button.

To activate the usage of external data, select/check the checkbox next to the “Get additional Data”.

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5. Notification Message

This section of the configuration defines the message that will be sent. Enter the following information and click the   NEXT   button in the bottom right corner of the screen.

• SMS - This is the body of the SMS message that will be sent to the contacts when an Urgent Notification is triggered. This message will only be sent to the recipients that have a valid phone number added in the Contacts section.

• Email - This is the subject and body of the email message that will be sent to recipients when an Urgent Notification is triggered. This message will only be sent to the recipients that have valid email addresses entered in the Contacts section.

• Variables: Variables can be added to the SMS and email messages. A variable is used to provide information in the notification that will vary based on the notification. Variables in the notification are surrounded by brackets. An example use of variables might be {{dialer_name}} called from extension {{number_dialed}}, resulting in John Hopkins called from extension 1234. To see a complete list of available variables, including any external data you may have created it the External Data step, click the SEE ALL VARIABLES button. To add a variable:

  • Enter a left bracket { and a list of the available variables is displayed.

  • select the desired variable. {{dialer_name}}.

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6. Recipient Response

If no response is required from the contacted personnel, ensure the “ Should contacts respond? '' checkbox is unchecked, and proceed to the Test and Activate steps below.

If a response is required from the contacted personnel, ensure the “ Should contacts respond? '' checkbox is selected/checked ( ☑ ). If the “ Should contacts respond? ” checkbox is selected/checked, a link will be added at the end of the SMS and/or email notification.

All responses along with the date and time that the response was received will be recorded for reporting purposes. 

When a notification recipient clicks the link, the recipient will be provided the information and responses configured below.

Response Configuration

• Response Title - Enter a title for the response.

• Response Form Explainer - Enter a statement that provides guidance for responding to the message.

• Response Actions - At least 2 response actions are required.

  • Add an response action:

    • Click the “ + ACTION “ button to add a new action

    • Label - Enter a label for the response button.

    • Redirect URL or Phone Number:

      • Optionally a URL can be provided to redirect the respondent to a different website.

    • Click the SAVE button.

  • Edit - Hover over an existing option and click the Edit ( 🖉 ) icon. 

  • Delete - Hover over an existing option and click the Delete Ⓧ icon. 

• Footers -

Footers are option, and appear at the bottom of the Response form. Footers can be used to provide links to websites with additional information or instructions.

• Add an response Footer:

  • Click the “ + ACTION “ button to add a new footer.

  • Label - Enter a label for the response button.

  • Link - Enter the required link/URL.

  • Click the SAVE button.

  • Edit - Hover over an existing Footer click the Edit ( 🖉 ) icon. 

  • Delete - Hover over an existing Footer and click the Delete Ⓧ icon. 

• Proceed to the Test and Activate steps below.

Test and Activate

• Test

  • Click the Test bottom

  • Follow the instructions as provided.

• Activate

  • Click the   ACTIVATE   button at the bottom of the page.