Inbound Channels: An Important Component Of Emergency Notification
Posted by Nicky Miller on Thu, Aug 20, 2009 @ 02:00 PM
The emergency notification conversation usually centers on outbound calls and messages. However, studies have shown that every five outbound messages can trigger two to three inbound calls for clarification or further information. During the 2007 wildfire evacuations in San Diego, the area's 2-1-1 call center was overwhelmed with incoming calls from citizens looking for information and instructions.
Inbound interactive voice response (IVR) programs can be used to handle those high volumes of incoming calls with automation, leaving personnel free to continue operations and support response efforts.
This inbound functionality is a feature of hosted mass notification systems, rather than onsite systems or equipment. Onsite systems have limited call processing capacity, typically 24 ports to each voice response unit, and the call activity takes place on the agency's local phone lines, which also have limits.
Hosted systems are able to offer high volume inbound IVR because they run remotely on large telecom platforms with multiple thousands of IVR ports dispersed across multiple locations. Since the inbound telephone number is hosted remotely by the vendor, the calls terminate on the vendor's telecom platform-not the local network. This prevents congestion at the local level, while still satisfying every caller and keeping agency personnel and local phone lines open for regular operations and incident response.
Inbound IVR is essentially a self-service, inbound portal, a means to provide employees, citizens and the media with up-to-the-minute information in any situation. It is an easy way for organizations to make clarification and follow-up instructions available during and after an incident, such as repopulating areas after evacuations. The messages that callers hear can be changed and updated as needed, on-the-fly, as the situation unfolds.
The system should be able to transfer an existing agency telephone number into the inbound program, or provide a new number if needed. The inbound feature should include the ability to prompt callers to give responses using voice or touch tone, and to transfer callers to other lines. This "call filtering" can help queue and route callers to needed resources while leaving personnel free to continue operations.
Also, prompting callers for responses can be used to gather information such as safe and well, assistance needed, status on conditions such as power outages, fires and floods. The data should populate reports- just like in outbound programs-and be used to aid in the response.
Inbound IVR also has numerous applications for internal or staff communications. Personnel can call in, be authenticated using an ID and password, report their well being and status, receive assignments and confirm receipt of information. Inbound applications include:
- Staff Notification
- Public Information
- Call Filtering and Routing
- Media Communications
- Follow-up to Outbound Alerts
- Post-evacuation - repopulate areas