Voice Notification Shelving

Ignition
1

Hi everyone,

I have a client using the voice notification module, and they're using it to notify on-call employees. They are also using email notifications as well. Their concern is that employees will acknowledge alarms, and if they don't arrive on site for some reason, the alarm notifications will stop but the alarm condition won't be investigated/fixed.

One potential solution that I've thought of is periodically notifying users with the pipeline, but I don't know if it's possible to do so one user at a time.

Is there a way to shelve alarms for a period of time using the voice notification module? Or maybe disable two-way for voice notification and have the users shelve the alarm using the email link?

I'm open to any ideas for different pipelines, alarm procedures, etc.

Thanks!

2

This sounds like a classic case for a more complex notification pipeline, e.g. the example escalation pipeline:

3

Thanks, Paul. Would you use escalation on the active pipeline in this case? My only concern with that is the alarm would continue to escalate despite someone responding to the alarm already.

4

If the concern is isolated to:

  • We want to be aware of alarms that have been acked, but still aren't resolved

You could potentially leave all the pipelines alone and create a Gateway timer script that periodically checks the appropriate alarm status and if any alarms:

  • Are in the active, unacked or active, acked state
  • Have existed for longer than {angryTime}
  • Send an email to the appropriate escalated people (you could also use a memory tag of some sort to track recent contacts and reset that tag as appropriate to manage the one user at a time concept)
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