Email, Push Notifications, SMS, Voice Calls, Chat-Ops
Incident alerts are dispatched in tiers through emails, push notifications, sms, voice calls and any chat-ops integrations an organization has. The different methods of notifications are meant to act together as back-up methods in the event the one method of notification fails to catch the responders attention. Each user can set their own notification rules and different notification rules can be set for different urgency levels. TaskCall creates default notification rules for each user when a new user account is created. Users can update this anytime. Please read our documentation on notification rules to learn more.
TaskCall's default notification methods are based on the following order of priority:
- Email and Push Notifications (sent together)
- Voice Calls
SMS and Voice Responses
Users can respond to incidents directly from the mobile or the web app and can take a multitude of actions from them. However, the basic response actions are also allowed through SMS and voice calls. SMS and voice call notifications are sent with the title of the incident and numeric codes for acknowledging, resolving and escalating the specific incident the notification is being sent for. The codes are also specific to the user they are being sent to.
- For SMS notifications, if the user responds back to the SMS with one of the codes then the action the code is for will be taken.
- For voice calls, once the automated voice over states the title of the incident and provides the action codes, if the user types the desired action code using the dial pad while the call is still on, the response will be received by TaskCall and get processed.