Network outage communications
When an outage ticket opens, affected subscribers are found and the approved message sent before they call.
Network outage communications
- ServiceNow INC-204188: 14 cell sites unreachable in Bursa Nilüfer, priority P1
- OSS: fibre cut, 14 cells, estimated restoration 3 h 20 min
- Plan: affected subscribers → segment → message → approval → send → update
- 38,400 affected subscribers; 2,150 business, 310 SLA lines
- Segments: business → account manager + SMS; consumer → SMS or WhatsApp by preference
- Message drafted: cause, affected area, ETA, apology; 148 characters
- Guardrail: no personal data, no SLA commitment implied, on-brand tone
- > 10,000 subscribers → network operations manager approved in 4 minutes
- INC-204188 updated to "customers informed", status page published
- 36,250 SMS + 2,150 WhatsApp sent; "restored" message scheduled for after repair
Simulation · derived from real agent definitions · every agent can be built by dialogue with the Autonomous Agent and validated with a test corpus
P1/P2 network outage ticket in ServiceNow
Affected subscribers informed, ticket updated, "restored" message scheduled
Agents
Outage Communications Supervisor
Decomposes the objective, delegates to agents, manages approval points, merges the result.
Detection Agent
Gets the cause, cells and restoration estimate of the outage
get_incidentget_affected_cellsestimate_restorationImpact Agent
Maps cells to subscribers, derives segment and channel preference
map_cells_to_subscriberssegment_customersget_contact_preferencesCommunications Agent
Drafts the message, runs guardrails, sends in bulk
draft_messagecheck_guardrailssend_sms_batchsend_whatsapp_batchupdate_incidentSteps
| # | Kind | Agent | What happens | System | ms | tok |
|---|---|---|---|---|---|---|
| 01 | ingest | Outage Communications Supervisor | ServiceNow INC-204188: 14 cell sites unreachable in Bursa Nilüfer, priority P1 | — | 220 | — |
| 02 | tool | Detection Agent | OSS: fibre cut, 14 cells, estimated restoration 3 h 20 min | Network OSS | 460 | — |
| 03 | plan | Outage Communications Supervisor | Plan: affected subscribers → segment → message → approval → send → update | — | 260 | 200 |
| 04 | tool | Impact Agent | 38,400 affected subscribers; 2,150 business, 310 SLA lines | Salesforce CRM | 720 | — |
| 05 | reason | Impact Agent | Segments: business → account manager + SMS; consumer → SMS or WhatsApp by preference | — | 540 | 460 |
| 06 | reason | Communications Agent | Message drafted: cause, affected area, ETA, apology; 148 characters | — | 620 | 540 |
| 07 | verify | Communications Agent | Guardrail: no personal data, no SLA commitment implied, on-brand tone | — | 380 | 300 |
| 08 | approval | Outage Communications Supervisor | > 10,000 subscribers → network operations manager approved in 4 minutes | — | 2,800 | — |
| 09 | write | Communications Agent | INC-204188 updated to "customers informed", status page published | ServiceNow | 420 | — |
| 10 | notify | Communications Agent | 36,250 SMS + 2,150 WhatsApp sent; "restored" message scheduled for after repair | SMS Gateway | 900 | — |
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