Urgent Notify (V4) - Admin Guide

Owned by Bob Young
Last updated: Jan 30, 2024
7 min read

Overview

Note: This guide covers Version 4 of the Urgent Notify application. If you have upgraded to version 5 please use the Urgent Notify (V5) - Admin Guide. If you are unsure which version you are using, hover over the Urgent Notify option in the left side menu and the version will be displayed.

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 Notifications can be configured by creating Notification Rules. Each Rule 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.

How to Create a new Configuration:

  • Select the Configuration 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 Notify Configuration section below.

How to Edit an existing Configuration:

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

  • Hover over the Configuration to be edited.

  • Click the “ Pencil ” Icon on the right side of the configuration row.

  • If the selected Configuration is active, click the INACTIVE button, at the bottom of the configuration page.

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

How to Delete an existing Configuration:

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

  • Hover over the Configuration to be edited.

  • Click the “ Trash ” Icon on the right side of the configuration row.

How to Activate & Deactivate a Configuration

Activate a Configuration

Click the ACTIVE button, at the bottom of the configuration page.

Deactivate a Configuration

Click the INACTIVE button, at the bottom of the configuration page.

Urgent Notify Configuration

1. Name

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

  • Name *

    • Enter a name for this configuration.

  • SMS *

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

  • Timezone *

    • Select the timezone to be used.

  • Email when errors occur

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

2. Trigger

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.

  • When this number is Dialed: *

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

  • …by the following locations or extensions

    • Several options are allowed with this information.

      • All Locations - if this is checked then if the trigger number entered above is dialed by any location or extension within the company the urgent notification will be triggered.

      • If “All locations” is uncheck and you select/check 1 or more locations, then if the trigger number entered above is dialed by any extension within the selected locations the urgent notification will be triggered.

      • If “All locations” is uncheck and you select/check 1 or more Extensions, then if the trigger number entered above is dialed by any selected extension the urgent notification will be triggered.

3. Contacts

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

After clicking the + Contact button or the Edit icon, 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. 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.

Note: As stated this section is optional and is for advanced users. If you need assistance please contact Sangoma Sales Engineering or Professional Services.

Select/Check the checkbox next to the “Get additional Data?”. The following screen is displayed.

To create output data enter the following information and then click the NEXT button in the bottom right corner of the screen.

  • HTTP Method *

    • Select the Get or Post options.

  • Enter URL *

    • Enter the required URL where the data is to be retrieved.

  • HEADERS

    • If header data is required click the + HEADER button and enter the Name and Value.

  • Parameters

    • If parameters are required click the + PARAMETER button and enter the parameter data.

  • Valid HTTP Codes *

    • Enter the success return codes that will be returned from the request.

  • Generate Sample Data

    • Once the required information has been entered, generate the sample data by clicking the GENERATE SAMPLE button.

  • Outputs

    • To create the output data, generate the sample data as described above.

    • In the generated sample data area:

      • Expand the section that has the data to be added to the output section (I.e… data).

      • Hover over the field to be added as output.

      • Click the Click to Add button.

Once the data has been added it will appear in the OUTPUTS area.

Note: Only the fields listed in the OUTPUTS area are available to use as variables in the messages.

5. 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.

  • Enter SMS Message - 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.

  • Enter Email Message - 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. This can provide more details about the call. To add a variable:

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

  • select the desired variable.

Example message with variables:

“{{dialer_name}} just dialed {{number_dialed}} from {{location_name}}”.

Example of the message sent:

“Susan Parker just dialed 911 from the Atlanta Office.”

  • Available Variable:

    • datetime

    • dialer_number

    • extension_id

    • extension_uuid

    • dialer_name

    • location_id

    • location_name

    • location_uuid

    • Number_dialed

    • Additional variables may be available from the Data section

6. Response

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

If the “ Should contacts respond? ” checkbox is selected/checked, a link will be added at the end of the SMS and/or email messages that are sent out.

When a message recipient clicks the link, the recipient will be provided the information and responses configured below. All responses along with the date and time that the response was received will be recorded for reporting purposes.

Response Configuration

  • Enter Response Title

    • Enter a title for the response.

  • Enter Response body

    • Enter a statement that provides guidance for responding to the message

  • Options * - At least 2 response options are required.

    • Add an response option:

      • Click the “ + OPTION “ button to add a new option

      • Label

        • Enter a label for the response button.

      • Redirect URL or Number

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

    • Edit an existing option:

      • Hover over an existing option and click the Edit/Pencil icon.

    • Delete an existing option:

      • Hover over an existing option and click the Delete/Trash 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 ACTIVE button at the bottom of the page.

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