In the rare case of a VoiceAI outage, we will implement our fallback plan to minimize any disruption and ensure continued support from the AI as much as possible. The fallback plan differs depending on the root cause of the outage. Below are the two potential scenarios and how we handle them to maintain service continuity.
You can check the status of VoiceAI and our other products on the EliseAI Incidents Status page. VoiceAI is listed under "Communication Channels". You can also subscribe to receive updates on product statuses by clicking "Subscribe to updates" in the top right corner.
Scenario 1: Voice Generation Service Outage
In the case of a temporary outage with our voice generation service, VoiceAI will continue to function, but the AI-generated voice will temporarily switch to our backup voice generation service. When this happens, the voice on the line will sound different, but the content will remain the same.
Once our primary generation service is restored, VoiceAI will revert to the original voice.
Scenario 2: VoiceAI Outage
In the event of a VoiceAI outage, calls that would typically be handled by VoiceAI will be temporarily redirected to the leasing office's direct number.
You can review your VoiceAI routing configuration by navigating to Phone > Vanity Numbers in the AI Portal. Any entry labeled "VoiceAI" under the Entrypoint column or the Action column in the phone tree configuration will be rerouted to the leasing office number.
Identifying the Emergency Reroute Number
The number we use to reroute calls in an emergency is found in the Voice Hub. To locate or update this number:
- Navigate to Phone > Voice Hub and select your community.
- Look for the number in the VoiceAI Settings box.
- If "Who should pick up first?" is set to Leasing Office, the reroute number will be listed in the "Leasing Office Number" box.
- If "Who should pick up first?" is set to VoiceAI, you'll need to temporarily switch it to "Leasing Office" to view or edit the direct leasing office number.
- After updating, be sure to switch it back to "VoiceAI" to ensure normal operations resume when the outage is resolved.
If no number is listed in the VoiceAI Settings box, we will instead use the number listed under Settings > Building in the "Leasing Office Phone Number" column.
This process ensures that callers can always reach a live representative in the event of an outage, minimizing service disruptions for your community.