Contents

Emergency Call Alerts

Requirements: No additional licensing is required for Emergency Call Alerts. However, before Emergency Call Alerts can be issued, your CIC administrator must first create an Emergency call classification, select the individuals or workgroups who should receive Emergency Call Alerts for calls with that classification, classify certain phone numbers as "Emergency" phone numbers, and provide emergency information for each station and Managed IP Phone.

CIC administrators can set up alerts to notify specific individuals or workgroups when an emergency call is made from a CIC station or Managed IP Phone. Emergency calls can include 911 calls and calls to other emergency numbers (e.g., police, fire department, or internal emergency numbers).

If you are designated by the CIC administrator to receive Emergency Call Alerts, when an emergency call alert is issued you:

Receive an email message that notifies you about the Emergency Call.
See an emergency call hyperlink.
See a pop-up alert.

E-mail Message Alert

If you are designated to receive emergency call alerts, an email message is sent to you when an emergency call alert is issued. These e-mails are sent regardless of your CIC status and are sent even if you are not logged onto the CIC client at the time.

An email message alert looks like the following example:

Subject: Classification Alert: Emergency
Importance: High

Classification Alert: Emergency

Local Name: Genesys
Local Number: 3459
Remote Name: Power and Light
Remote Number: 555-9999

User Id: Joe.Smith
Station: JSMITHSIP
Line: SIP Line 2

The information in the email message alert corresponds to the way Emergency Call Alerts are configured in Interaction Administrator.

Local Name	The Emergency Information "Customer Name" for the station or managed IP phone where the call was made.
Local Number	The Emergency Information "Calling Party Number" for the station or managed IP phone where the call was made.
Remote Name	The description of the emergency number that was dialed.
Remote Number	The emergency number dialed.
User Id	The user account name of the logged-in user who made the call.
Station	The standard CIC name for the station where the call was made.
Line	The name of the outgoing telephone line used for the emergency call.

Note: The CIC administrator configures Emergency Information for stations and Managed IP Phones in Interaction Administrator. If this information is not provided, then Local Name and Local Number are blank in the email message alert.

Alert Message Hyperlink

When an emergency call alert is issued, you see a warning that an emergency call is in progress. This warning appears as a hyperlink in the Interaction Desktop Notification area. Click this link to display the Emergency Call Alert dialog box.

Pop-up alert

If you are designated to receive emergency call alerts, you see a pop-alert when an emergency call alert is issued. This is a real-time alert that occurs when CIC classifies a call as an emergency.

Name	The Emergency Information "Customer Name" for the station or managed IP phone where the call was made.
User Queue	The display name of the logged-in user who made the call. If the call is made from a phone or station without an associated user (e.g. lobby phone), then this is blank.
Dialed Number	The emergency number dialed and the emergency phone number description.
Station	The standard CIC name for the station where the call was made.
Station Location	The Emergency Information "Description" of the station or managed IP phone from which the call was made.
Call State	The current state of the emergency call (e.g. Dialing, Connected, Held, or Disconnected). For more information, see Understanding an Interaction’s State.
Call Duration	The amount of time since the emergency number was dialed.
Caller Number	The Emergency Information "Calling Party Number" for the station or managed IP phone where the call was made.
Call Id	The CIC interaction identification number for the emergency call.

Note: The CIC administrator configures Emergency Information for stations and Managed IP Phones in Interaction Administrator. If this information is not provided, then Name, Station Location, and Caller Number are blank in the Emergency Call Alert.

Working with Emergency Call Alerts

You can do any of the following in the Emergency Call Alert dialog box:

You can close the Emergency Call Alert dialog box. Later you can return to it while the call is in progress by clicking the Alert Message Hyperlink.
An audible alert tone is played through the PC speakers for 10 seconds when you receive an emergency call alert. Click the Silence Alert button to turn it off.
If you receive multiple, simultaneous emergency call alerts, click the right and left arrow buttons to view each alert.
Click the Properties button to view and edit detailed information on the emergency call. You can take notes on the call. For more information, see View and Edit Interaction Properties.
Click the Listen button to listen to the emergency call. You hear both sides of the call, but the initial participants are not able to hear you. For more information, see Listen to a Call.
Click the Join button to participate in the emergency call. This creates a three-way conference call and the initial participants are able to hear you. For more information, see Join an Interaction.
Click the Record button to record the emergency call. This recording is delivered to you after the call is completed. For more information, see Record a Call for details.

Note: The Listen, Record or Join buttons can be disabled if you do not have the rights to perform the action associated with the button of if the call is not in a state in which this action can be performed. Contact your CIC administrator if you need security rights to perform one or more of these actions.