Phone Alert FAQ

What is a mass notification (public alert)?

A mass notification means quickly sending a message to a large number of recipients to inform them and share safety instructions. It is delivered through automated phone calls and/or SMS alerts.

Who is the public alert for?

This solution is mainly used by:

• › Local authorities and public bodies: for crisis management and municipal emergency plans (such as France's PCS).
• › Businesses and organisations: to mobilise security teams, ensure business continuity or share urgent operational information.

Can I target only a neighbourhood or a specific area?

Yes. Targeting relies on segmented distribution lists (neighbourhoods, flood zones, specific groups). The tool supports Excel file import and dynamic recipient filtering.

Which channels are available for a campaign?

You can choose to trigger an automated call, an SMS, or a combined Call + SMS (with smart detection of mobile numbers).

How do I create an alert message?

You have three options:

1. Import an existing audio file (MP3/WAV).
2. Record a message directly by phone.
3. Use text-to-speech to turn your text into audio.

Are campaigns quick to trigger?

Yes. Once the list and message are set up, launch is almost instant from a secure web interface available 24/7.

Can I see who actually received the alert?

Yes. ALERTEL offers real-time tracking with a confirmation request for every call and SMS, ensuring your instructions get through.

How does call acknowledgement (DTMF) work?

At the end of the voice message, an interactive menu (DTMF) is offered: the recipient can replay the message or confirm receipt by pressing a key on their phone.

How do recipients confirm they have read an SMS alert?

We insert a secure short link in the SMS. The recipient clicks it to confirm, generating timestamped proof in your campaign report.

What happens if there is no answer or a failure?

ALERTEL automatically manages the alert lifecycle:

• › Number escalation: the landline is called, then the mobile.
• › Automatic retries: several attempts with configurable delays.
• › Detailed reports: full export of successes, failures and confirmations.

What is an "event-triggered alert"?

It turns an incoming signal (email, SMS, missed call) into an automated phone call to the right team to guarantee an immediate response.

How is an alert triggered by email or SMS?

The tool analyses incoming messages (subject or body) against predefined keywords. As soon as an emergency is detected, the automated call scenario is launched to the on-call staff.

Can ALERTEL be integrated with a business tool (monitoring, ticketing)?

Yes. Thanks to our API, ALERTEL can be connected directly to your monitoring or ticketing tools to fully automate your alert procedures.

Can I alert only the person on call at that exact moment?

Yes. By combining ALERTEL with PLANITEL, the system checks the on-call schedule in real time. Only the person on duty is contacted, taking last-minute changes and swaps into account.

How is escalation handled if the on-call person does not answer?

The integration automates the cascade: if Level 1 (L1) does not answer, the system calls Level 2 (L2), then the backup manager, according to your own rules.

How can I make an alert as effective as possible?

1. Reliable data: keep your contact lists up to date regularly.
2. Anticipation: prepare template messages for each scenario (flooding, shelter-in-place, etc.).
3. Practice: run regular test campaigns to familiarise your teams with the system.

Is my data protected and GDPR-compliant?

Yes. Data protection is at the heart of ALERTEL. As a data processor within the meaning of the GDPR, we implement strict security measures:

• › Secure hosting: your data is hosted on highly secure servers located in France/Europe.
• › Confidentiality: imported number lists are used exclusively for your alert campaigns and are never shared with third parties.
• › Individual rights: the platform makes it easy to handle requests to delete or update contact details.

How available is the service during a major crisis?

ALERTEL runs on a redundant infrastructure. Our servers and telecom routes are duplicated to guarantee maximum service availability (SLA), even during traffic peaks or a localised technical incident.

Who can access the triggering interface?

Access is protected by unique, secure credentials. You can set different permission levels (administrator, trigger-only) to control exactly who can launch an alert within your organisation.

How is the ALERTEL service billed?

The pricing model is designed to fit your actual needs. It generally has two parts:

1. Annual subscription: covers access to the secure platform, maintenance, updates and technical support, and in some cases a bundle of outgoing calls or SMS.
2. Usage: you only pay for what you use (SMS credits or outgoing call duration/volume). If a bundle is included in your subscription, only overage is billed.

Are there specific plans for small municipalities?

Yes. We offer pricing tiers tailored to the size of the organisation (number of residents) and the volume of contacts to manage, making emergency notification accessible to every community, even the smallest.

Is the PLANITEL integration included?

The integration with PLANITEL on-call management is an optional add-on. It turns your occasional alert solution into a high-performance, day-to-day operational management tool.

How do I get a personalised quote?

Since every organisation has specific needs (contact volume, alert types, API integration), we provide tailored proposals on request.