Types of Inbound Alerts

Inbound alerts include:

• SMS Messages
• Incoming Phone Calls
• Virtual Console Alerts

Inbound alerts will automatically assign to your profile in the Active Comms panel. Assignment is determined based on if you are eligible and available to receive the alert type. See How Calls Are Assigned for more details.

You will have 8 seconds to take the alert or skip it before it attempts the next eligible/available manager. 

SMS Messages

• From: Customers who do not already have an open SMS task.
• What Happens: A new SMS alert will open in your Active Comms.
• Tip: If there’s already an open SMS task, it will continue under the existing user assigned.

Incoming Phone Calls

• From: Customers who call in and are routed to the Comms Center by Amber
• What Happens: You’ll be connected directly via phone, and the alert will appear in Active Comms.
• Note: You must be eligible for phone interactions to receive these.

Virtual Calls

• From: Customers who enter the office and initiate a virtual interaction
• What Happens: A live video interaction will be routed to you if you're available.
• Platform: These are handled through the Webex device integrated with Comms Center.

✅ Important to Note

• You must be logged in, not currently on an active phone or virtual call, and set as available to receive an incoming alert in Active Comms.
• Only eligible users will be assigned these alerts (e.g., phone only users won’t receive counter alerts, etc.).
• Any answered and open alerts/tasks will also appear and remain in active comms until that alert/task has been completed.