Voice Assure In-country & Interstate Feature
Follow-up Alerts
Bespoke, automatic follow-up tests, with alerts
Follow-up alerts are a means of checking a number that had a fail state applied, prior to sending an alert, to identify if the failure is part of a persistent problem, or a once-off occurrence.
Voice Assure In-country & Interstate Feature
Follow-up Alerts
Bespoke, automatic follow-up tests, with alerts
Proactively manage your telecoms infrastructure with Spearline alerts.
Our customers frequently tell us that one of the main reasons they work with Spearline is because of the realtime alerts we provide should an issue ever arise with any of their numbers, before they become customer-impacting, regardless of where in the world the issue takes place.
Realtime alerts are a means to be notified of issues such as specific call failures or audio quality dropping below a custom threshold as soon as they arise. All alerts are verified by Spearline for validity before they are released, ensuring the chances of receiving a false alert are reduced.
What are follow-up alerts?
Follow-up alerts are a specific type of Spearline alert that automatically triggers a further set of customised follow-up tests to determine the true severity of a call failure prior to sending an alert. The follow-up tests can be triggered by a wide number of fail states. You are in control of choosing which fail states you would like to trigger the follow-up tests for.
Save time and reduce your mean time to restore service
Follow-up tests can be configured to dial under many different conditions in order to uncover further issues. This means that not only can the number be tested again, it is now possible to set up automated follow-up tests to search for other issues.
For example; your number disconnects during a test when connected via a fixed line. You could set the follow up test criteria to run a follow up test using a mobile network to see if the issue can always be replicated.
This all contributes to building a wider picture of the problem which may be affecting your numbers and can also be used to identify if the failure is part of a persistent problem, or just a once-off occurrence which further aids the troubleshooting process.
| Examples of some call failures that you can enable follow-up alerts for | |
|---|---|
| Busy | |
| No answer | |
| Silence on the line | |
| Music on the line | |
| Number not in service | |
| Disconnected during test | |
| Connecting to unexpected audio | |
| Quality issue | |
| DTMF issue (did not recognize DTMF tones) |
Why follow-up alerts?
An even bigger picture of your global telecoms network
The number that triggered the follow-up testing, does not necessarily have to be the number that is tested in the follow-up test. It is now possible to set up alternative numbers to give you an even bigger picture of the wider problem, aiding the troubleshooting process and assisting in capturing the whole problem, and not just part of the problem.
Save time and money
Follow-up tests can be set up so that levels of testing can finish early under certain criteria. That criteria could be ‘at least one test has failed’ from the previous level. This lessens the risk of running meaningless tests on numbers that are not failing, saving you testing costs and time.
Increased coverage
Follow-up tests are now available across mobile network as well as traditional fixed-line networks, giving you even more coverage and visibility over your global customer contact numbers.
Improved visibility
Follow-up tests are now available across all of Spearline’s test types and not just the connection test giving you more choice and more visibility when it comes to monitoring the metrics that matter the most to your business, such as audio quality.
Reduce false failures
Because we verify any issues that occur, the chances of false failures occurring is reduced. This means, time spent on investigating issues that don’t exist, is virtually eliminated.
Verified by Spearline
We will verify any issues that may arise with the help of Spearline’s dedicated testing support specialists before sending you the alert, thereby reducing the chance of ever receiving a false alert and saving you and your organisation valuable time and resources that could be spent elsewhere.
Optimize your customer experience
Alerts prompt corrective action. This action will continuously improve the quality and reliability of your telecoms infrastructure and ultimately, your overall customer experience, as you will be aware of any issues as soon as they arise before your customers are impacted.
More choice
Follow-up tests can now be triggered by all call failure types such as ‘silence on the line’ or ‘disconnected during a test,’ and not just ‘busy’. This means you now have the option to set up follow-up tests for any bespoke call failures that you wish to monitor for.
Bespoke to your unique business requirements
You decide on the numbers you want to set up alerts for. These could be your highest revenue-generating numbers or your high priority numbers. If you are unsure which numbers to set up alerts for, your dedicated Spearline Customer Engagement Manager will be more than happy to assist you.
An even bigger picture of your global telecoms network
The number that triggered the follow-up testing, does not necessarily have to be the number that is tested in the follow-up test. It is now possible to set up alternative numbers to give you an even bigger picture of the wider problem, aiding the troubleshooting process and assisting in capturing the whole problem, and not just part of the problem.
Save time and money
Follow-up tests can be set up so that levels of testing can finish early under certain criteria. That criteria could be ‘at least one test has failed’ from the previous level. This lessens the risk of running meaningless tests on numbers that are not failing, saving you testing costs and time.
Improved visibility
Follow-up tests are now available across all of Spearline’s test types and not just the connection test giving you more choice and more visibility when it comes to monitoring the metrics that matter the most to your business, such as audio quality.
Increased coverage
Follow-up tests are now available across mobile network as well as traditional fixed-line networks, giving you even more coverage and visibility over your global customer contact numbers.
Reduce false failures
Because we verify any issues that occur, the chances of false failures occurring is reduced. This means, time spent on investigating issues that don’t exist, is virtually eliminated.
Verified by Spearline
We will verify any issues that may arise with the help of Spearline’s dedicated testing support specialists before sending you the alert, thereby reducing the chance of ever receiving a false alert and saving you and your organisation valuable time and resources that could be spent elsewhere.
Optimize your customer experience
Alerts prompt corrective action. This action will continuously improve the quality and reliability of your telecoms infrastructure and ultimately, your overall customer experience, as you will be aware of any issues as soon as they arise before your customers are impacted.
More choice
Follow-up tests can now be triggered by all call failure types such as ‘silence on the line’ or ‘disconnected during a test,’ and not just ‘busy’. This means you now have the option to set up follow-up tests for any bespoke call failures that you wish to monitor for.
Bespoke to your unique business requirements
You decide on the numbers you want to set up alerts for. These could be your highest revenue-generating numbers or your high priority numbers. If you are unsure which numbers to set up alerts for, your dedicated Spearline Customer Engagement Manager will be more than happy to assist you.
When are follow-up alerts used?
Follow-up alerts are activated when users would like more insight as to the extent of an issue once an issue has been identified.
Follow-up alerting can be fully customised to allow you to;
- Choose who should be alerted and how.
- Decide if follow-up calls should be generated from PSTN or Mobile phone lines which can help you pinpoint the root cause of the issue.
- Enable X amount of testing scenarios in order to verify if other issues are present and help better understand the nature of the call failure before an alert is sent.
- Dial alternative numbers in place of the original number when running follow-up tests in order to provide more insight as to the extent of the issue.
- Create your own alerting templates and criteria such as;
- The content of the alert
- The amount of tests run
- The interval between each test
- The reporting criteria (under which conditions you would like to be alerted)
Interested in follow-up alerts?
If you are an existing Spearline customer and would like to find out more about Voice Assure or follow-up alerts please get in contact with your Customer Engagement Manager. Alternatively, please email support@spearline.com or call +353 258 51460.
If you are new to Spearline please get in touch with us to find out more and to arrange a demo. We would love to hear from you!