WebEx Option to Set Up Conference Calls

Feature released in SummitAI Service Mandgement (Sierra SP1, Incident Management)

What's New?

Most of the users are comfortable using WebEx or Twilio to set up Conference Calls. Now, the WebEx option is added in addition to Twilio, allowing the users to use WebEx to set up Conference Calls for Major Incident discussions and resolutions.

Whenever a Major Incident is created, a notification is triggered to the configured recipients to join the Conference Call. The recipients join the Conference Call and work together to resolve the Major Incident on a fast track. For more information about Major Incidents, see Major Incident. WebEx provides on-call support for Major Incidents using a secured channel. A new option, WebEx, is added on the CONFERENCE CALL – TWILIO page. By default, the Conference Call - Twilio page is displayed when you click Conference Call (Admin > Advanced > Notifications > Conference Call). Use Filters option to change the Conference Bridge Type to WebEx.

Figure: CONFERENCE CALL – TWILIO page: Filters Pop-up

For more information about configuring WebEx Conference Calls, see Configuring Conference Call.

Figure: CONFERENCE CALL - WEBEX page: ADD NEW

Note:

The Administrators can configure the WebEx Meeting Duration and WebEx Schedule Interval at the back end.

WebEx Meeting Duration: This sets the time duration for which the WebEx Meeting URL is active. After the configured time is elapsed, the WebEX Meeting URL gets deleted. However, if the WebEx Meeting continues for more than the configured time, the WebEx URL continues to be active and gets deleted after the Meeting ends.
WebEx Schedule Interval: This sets the time interval between two consecutive WebEx meetings scheduled for the same WebEx User.