Critical Call Assist is a specialised solution from Novum Networks specifically designed to simplify and automate calls for your critical calling systems. We do this by using complex time schedules, specific number searching and call delivery to any phone device. We also provide the ability to have multiple devices assigned to a single user to ensure calls are delivered. Delivery to multiple devices is particularly important for users living in remote areas where mobile coverage may be poor and allows calls to be delivered to their home, work and mobile phones simultaneously.
The Critical Call Assist can be deployed in two ways, either via complex call routing or group conferences. Utilising the complex call routing calls are presented to the Critical Call Assist platform and will stop once a single user answers the call. For a scenario where multiple users are required, the system can call all users listed as active on the calling list. When called these users will acknowledge they are available and are then placed into a group call conference. This feature ensures that all users are provided the details of the critical issue once, thus creating efficiencies in the call chain and ensures a consistent message for all crew.
Our advanced solution allows the ability to mix and match services such as hunt groups, group conference calls and call progress announcements with escalation enabling the flexibility to deliver complex call flows to overflow destinations determined by time schedules. All options are customisable to meet each unique business requirement.
The Novum Networks solution is simple, when the main number of an individual site is called, Critical Call Assist will answer the caller and confirm the location being called and then route the call according to pre-programmed rosters, directing the call to the right or relevant queue, from there call flow rules will determine the user or users who need to be contacted, and subsequent escalations as required. To ensure that the operator is aware of the calls progress, messages are played to the caller providing constant updates on the progress of the call and its progress through the escalation path.
Combining these features Critical Call Assist significantly simplifies the co-ordination of critical calls and speeds up call delivery and response times.
Based on time of day rosters, move through individuals until the call is answered, if not answered move through the escalation process. At each change or while the users are being located, Critical Call Assist will provide a notification of the calls progress.