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Ascom UNITE
EscAlATINg mEssAgEs
What happens when a time-critical message is sent to a staff
member, but that staff member is unavailable to answer the
call? Using predefined criteria, a time-critical message
reroutes to a second staff member, and if necessary, to
a third staff member, until that call is acknowledged.
Case – Minimising production stoppages
A production plant with 24/7 operations needs to minimise
production losses during unplanned stoppages. To achieve
this goal, the plant put wireless alarm functionality in the
hands of the machine operators. In the event of a machine
malfunction, the push of a button starts a chain of alarms to
service personnel. Event management settings, based on
time of day and work schedules for the service personnel,
determines which serviceman would receive the alarm first,
second, third, etc. In this way, the serviceman closest to
the malfunction could quickly fix the problem and restart
the production. Even off-site personnel could be messaged
using GSM.
loggINg ANd TrAckINg
By logging response calls, a service industry can track their
quality of service and help make adjustments for improve-
ments.
Case – Proof of service
Mrs. D’Arcy suspects that her mother, who complains of long
nurse-call waiting times, is not receiving quality care. The care
manager invites Mrs. D’Arcy to a meeting where together they
review call and response time statistics from the past two
months. The average response times prove to be well within
accepted care standards. They both agree that Mrs. D’Arcy’s
mother has been somewhat more confused lately, and that
her personal care plan should be adapted accordingly.
