Howto:Service24h - MediaRunway - Partner App

Product Name

MediaRunway Service24h

Category

Computer Telephony Integration and Unified Messaging / Unified Communication

Vendor

MediaRunway is an ITC enterprise that provides its customers with contemporary IT services in all areas - Your business, our solution.

MediaRunway - About us

Description

Service24h is a myApps App.

Service24h is the ideal solution for managing on-call services where service staff are required to respond to incoming calls in a defined sequence. With Service24h, calls are forwarded sequentially to multiple numbers, ensuring that service requests are addressed promptly. The service sequence can be easily configured through the user-friendly app or automatically via an API.

Service24h ensures no critical calls are missed and provides a structured, automated approach to managing on-call staff. Whether through voicemail-based monitoring or direct queue management, Service24h adapts to your organization's needs to deliver fast, reliable call handling.

• Calls are forwarded to a list of predefined service staff in a specified order.
• Each agent is called for a configurable duration (X seconds) until one answers and confirms the call by pressing a designated key (DTMF tone).
• If no agent answers during the first cycle, the system restarts the call sequence as many times as configured.
• Supports internal and external phone numbers, allowing for a diverse and scalable on-call team.
• The agent list can be imported via CSV through the user app or by sending a CSV file to a dedicated HTTP API endpoint.
• View accumulated log data from past calls and their distribution. Logs are automatically deleted after a configurable number of days.

Voicemail Mode:

• Monitors an existing voicemail object in the PBX.
• When a call to the voicemail ends, its duration (age) is evaluated.
• If the call exceeds a configurable time limit, Service24h begins contacting service staff sequentially in a hierarchical, cyclic order.
• service staff can be internal or external and must confirm the call via DTMF to stop the sequence.
• If not confirmed, the system calls the next agent.
• If a agent confirms the call, one gets transfered to a configured drop target.

Direct Mode:

• Monitors a waiting queue object in the PBX.
• Incoming calls are distributed to service staff sequentially in a hierarchical, cyclic order.
• When an agent accepts a call, they are connected to the caller.
• Optionally, service staff can be required to press a DTMF key to confirm the call.
• If no agent is reached, the caller gets transfered to a configured drop target.

Use cases are:

• On-call duty management for technical support teams
• Emergency alert confirmation systems
• Ensuring urgent calls reach the appropriate staff in hierarchical order

MediaRunway - About this application

Functions

User App

• Add, modify, or delete service staff manually or upload them via CSV.
• Sort service staff easily using drag-and-drop to change the order they are called.
• Temporarily deactivate a service staff member using a toggle switch.
• Configure specific start and end times/dates for each service staff member duties.
• Switch views by clicking the clock icon: if dots appear on the clock, service staff with past time configurations are displayed.
• Rows with past or future configurations are dimmed for better recognition of current and future entries.
• If only a name appears in the first line of a row, no time period is configured. If a time period is present, the name is displayed in the second line.

Admin App

• Set the PBX name (for master/slave scenarios).
• Configure call handling behavior.
  • Choose between "Voicemail" and "Direct Call" operation modes.

Multi-PBX ready

• Have a look here to configuration to set the pbx name.
• In "direct call" mode the trigger wq and agent wq must be from the same pbx!

Cloud ready

Fully compatible with cloud environments with no known restrictions.

Licensing

Licensing: innovaphone licensing, one service license is needed. More infos

Prerequisites

• an innovaphone PBX and Application Platform
• valid licences
• knowledge of the pbx name of the pbx where to synchronize with

Versions

Compatible innovaphone firmware versions

• MediaRunway Service24h 1.0 (133xxx)
  • innovaphone V13r3, V14r1, V14r2

Application versions used for interop testing

• MediaRunway Service24h 1.0 (133xxx)
  • innovaphone IPVA V14r2 sr5

Configuration

• In a Master/Slave scenario set the PBX name of the pbx where to synchronize with in the Service24h Admin App under "PBX Name" in the hamburger menu

Perform the configuration in the Admin App

Admin GUI configuration

• Disabled: It is possible to deactivate or activate the call logic of the app by using the provided switch. When deactivated, the app does not respond to any calls directed to the configured trigger object, and any configuration combination can be saved.
• Mode:
  • Voicemail: Use this mode if the service call should be routed to voicemail. If the call connects for the configurable minimum number of seconds, the service staff will be notified via a call that a new voicemail has been recorded.
    • Select the voicemail object that should be monitored. Note: The voicemail object can only be configured once across one or more Service24h apps!
  • Direct Call: Use this mode if the service call should be transferred directly to a service staff member who accepts the call.
• Trigger WQ. This is the work queue to which the caller is routed in order to reach a service staff member. No group configuration should be performed here, as the routing logic is handled by the Service24h app. Note: The trigger work queue can only be configured once across one or more Service24h apps!
• Drop WQ: If the user is not accepted by a service staff member, the call is transferred to this work queue. If you do not wish for the call to end on a work queue (for example, if it should end on voicemail), configure a CFU (Call Forwarding Unconditional) on this drop work queue to the voicemail object. The drop work queue can be configured in one or more Service24h apps.
• Agent WQ: This is the work queue that calls the service staff. If you have configured "DTMF confirm before transfer" and allowed sufficient time under "max call time (for DTMF input)", the service staff will hear the configured audio from this work queue.
  • Note: The agent work queue can only be configured once across one or more Service24h apps!
  • Note: On the PBX object of the agent work queue, an Announcment and an "Alert Timeout" of 0 must be configured.
• Max loops: This must be configured with a minimum value of 1. It represents the number of times the configured sequence for contacting the service staff should be attempted before the call is transferred to the drop work queue.
• Max ringing time: This setting specifies how long the call should ring at the service staff’s extension before being answered.
• DTMF confirm before transfer: This option can be enabled or disabled. When enabled, the agent must press the configured phone key number to accept the call. This is particularly useful when an external number is being called, as there may be scenarios (such as a voicemail picking up) where the call could be inadvertently accepted.
• Max call time (for DTMF input): Set the duration during which the service staff has time to press the phone key after answering the call from the agent work queue. (Consider the length of the audio file that informs the staff which DTMF key to press.)
• DTMF number: This is the number that the service staff must press on their phone after answering the call from the agent work queue to accept the service call. Once this action is completed, call routing ends and, in direct mode, the service staff can speak with the calling party.
• Use caller E.164 in outgoing calls: This option allows you to decide which number is displayed on the service staff’s phone before the call is answered. It is advisable to enable this feature because if multiple service staff members are called and, for example, the third staff member accepts the call, the other staff members may see a missed call and attempt to return the call unnecessarily. If they only see the number of the agent work queue, they will understand that they did not initiate the call.
• Log Retentiontime in Days: Defines how long call distribution logs are stored before getting deleted automaticly.
• API Token: If you wish to push information to the service staff via the API, click the reload icon in that row to generate an API token. If the token is no longer needed, clear the API token input field and click Save. When an active API token is present, the API Url and API Curl Example will also be displayed. The API Url is used in the API Curl Example. Additionally, a sample CSV for uploading is available in the Service24h User App by clicking on the hamburger menu and then selecting "Teamlist import."

Installation

After installing the app, adding the app instance and the app object for the users and the admin, someone can start using "Service24h". The steps of the installation process are the same as described in this article "Callback - Install App from App Store" only with different names.

Brief summary of the installation

• Install the app from app store
• Create an instance of the app
  • Values needed: Name (e.g. "service24h", no blanks here please) - Domain (your platform domain) - App Password (generate one, e.g. with 15 characters) - DB Password (generate one, e.g. with 15 characters) - other values will be filled up automatically
• Add the user and the admin object with PbxManager app (when selecting the name, please do not use spaces)
• Jump to Configuration

Contact

MediaRunway GmbH & Co. KG

Venloer Str. 8

D-41569 Rommerskirchen

Tel: +49 2183 80628-0

Mail: myApps-sales@mediarunway.com

Support: myApps-support@mediarunway.com

Website: MediaRunway.com

For any questions please refer to our contact page.