If you have not read the Video Intercom Reader Pro FAQs, please start with that.

Routing profile priority ordering and scheduling

The Avigilon Alta Intercom Routing Profiles define which users may be reached and by what method. Up to 10 Routing Profiles can be configured on an Intercom at one time providing flexibility for who should be made available through the intercom and when they can be contacted. 

Routing Profiles are presented on the Intercom configuration in a ranked order which can be modified at any time. When a visitor uses the intercom, the options provided to them by the voice assistant will depend on which Routing Profiles are at the top of the ranked list and which ones are active at that time. 

For example, an Intercom may have two Front Desk Routing Profiles configured and active. #1 is configured to contact a group of users during office hours, while #2 is configured to contact a group of users specified only after hours. #2 could be configured to be active 24/7, while #1 would be configured only for 9 am - 5 pm. With #1 at a higher rank than #2 in the priority order, it will take precedence until it has gone outside of its scheduled hours, where it will then deactivate and #2 will be the next available option. 

Fallback Routing Profiles

The routing profile types; Direct Connect, Unit Connect, and Front Desk support the specification of the next action to take if that particular routing profile is triggered by a visitor but that action fails for some reason. Examples would be, the visitor asking for someone's name that isn’t in the system or the person called doesn’t answer.

The default Fallback action is for the Voice Assistant to read back a predefined message which can be specified by the administrator of the Intercom system. 

The other option is for a second Routing Profile to be triggered automatically. Because of their functionality, there is a limitation on which Routing Profiles can be selected as Fallback. Direct Connect and Unit Connect require the explicit request of a person or unit number from the visitor, so these cannot be selected as Fallback Profiles. Front Desk can be selected as a Fallback for both Direct Connect and Unit Connect profiles. Visual Voicemail can be selected as a Fallback for Direct Connect, Unit Connect, and Front Desk. 

Another function of Fallback Profiles is that when configuring a Front Desk or Visual Voicemail profile, there is an option labeled “Fallback Only” which makes this Routing Profile available only through the Fallback process and not as an option the Voice Assistant will prompt visitors for or accept as an input from a visitor.

Taking Stock of Users Assigned to Intercoms

With larger numbers of users, multiple Intercoms, or extensive use of Units, it can be difficult to quickly identify which users are a part of any given Intercom for the Org. To help alleviate this complexity, two new details have been added to Control Center. 

The first is available under each User “edit” page with a section titled Linked Intercom Profiles. This read-only table will display all Intercoms and Routing Profiles this user is currently a part of and the schedule used by those Routing Profiles.

The second is a new section called Intercom User Directory located under the Configuration section. This table displays all users of the Org currently applied to any intercoms, along with a quick view of their relevant details such as Building/Floor/Unit, Intercoms, Routing Profiles, and Schedules. This allows for a quick view of the currently configured users with all important details about where they have been configured to be accessible by the Orgs Intercoms.

Nicknames

A new field has been added to Users called Nicknames which is used expressly for the Intercom Voice Assistant. The nickname field can be used in several different ways. 

The simplest example would be if a user may be known by several different names like Robert, Rob, or Bob. By adding the firstName+lastName together as a nickname you can allow users to be reached by the Intercom Voice Assistant without having to modify the original name used in the system.

One example could be in a case where two users have the same first and last name, but one of those users primarily goes by a different first name. Like having two Roberts while only one goes by Rob. By setting the Nickname field with the nickname+lastname of the user, this new prompt can be used by visitors to ensure they are routed to the correct person. 

Another example would be if someone could potentially be asked for by a more formal name or title. An example would be a user named Thomas Anderson who could be potentially searched for through a Direct Connect profile with the name “Mr. Anderson”. 

The last example can be in cases of names with pronunciations that may be difficult for the current version of the Intercom Voice Assistant. In this case, it can be helpful to use the nickname to input a phonetic spelling of the name which the voice assistant may have an easier time matching.

How does the Voice Assistant handle…

Unclear intent from a visitor

The Voice Assistant will re-state the available options to the visitor and ask them for their input again.

A visitor asking for a user who exists in the system, but has not been added to the Intercom

The intercom will not know of that user and ask the visitor to try again.

A visitor asking for an option not currently enabled

The Voice Assistant will re-state the available options to the visitor and ask them for their input again.

A visitor asking for a name that matches more than one user (with no nickname in place to differentiate)

The Voice Assistant will let the visitor know that it cannot connect them to the correct user as there are multiple currently configured in the system that goes by the same name.