Telecomsmswhatsappapibatch

Network outage communications

When an outage ticket opens, affected subscribers are found and the approved message sent before they call.

In short

Network outage communications is an agent scenario in the Telecom sector running on the sms, whatsapp, api, batch channels. Trigger: P1/P2 network outage ticket in ServiceNow. The Outage Communications Supervisor coordinates 3 specialist agents (Detection Agent, Impact Agent, Communications Agent) across 4 systems (ServiceNow, Network OSS, Salesforce CRM, SMS Gateway); of 10 steps, 1 write to systems and 2 are checks or approvals. Outcome: Affected subscribers informed, ticket updated, "restored" message scheduled. Approval rule: Affected subscribers > 10,000 or P1 outage → network operations manager approval.

Telecom

Network outage communications

run #41,287,188elapsed 0 mstokens 0est. cost $0.000status —Approval rule: Affected subscribers > 10,000 or P1 outage → network operations manager approval

Agents in this run

Outage Communications Supervisorsupervisorplans, routes, approves

Detection Agentaginies-talay-2 · on-premGets the cause, cells and restoration estimate of the outage

Impact Agentaginies-sunkar-1 · on-premMaps cells to subscribers, derives segment and channel preference

Communications Agentaginies-tulpar-4 · on-premDrafts the message, runs guardrails, sends in bulk

Audit trail00:00.00

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
■completed

Simulation · derived from real agent definitions · every agent can be built by dialogue with the Autonomous Agent and validated with a test corpus

Trigger

P1/P2 network outage ticket in ServiceNow

Outcome

Affected subscribers informed, ticket updated, "restored" message scheduled

Agents

SUPERVISOR

Outage Communications Supervisor

Decomposes the objective, delegates to agents, manages approval points, merges the result.

aginies-talay-2 · on-prem

Detection Agent

Gets the cause, cells and restoration estimate of the outage

get_incidentget_affected_cellsestimate_restoration

aginies-sunkar-1 · on-prem

Impact Agent

Maps cells to subscribers, derives segment and channel preference

map_cells_to_subscriberssegment_customersget_contact_preferences

aginies-tulpar-4 · on-prem

Communications Agent

Drafts the message, runs guardrails, sends in bulk

draft_messagecheck_guardrailssend_sms_batchsend_whatsapp_batchupdate_incident

Steps

#	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	—

Simulation metrics (estimated)

1,400runs / month

98.5%success

7.3 sp50

$0.0075est. cost / run

Approval rule

Affected subscribers > 10,000 or P1 outage → network operations manager approval

Step profile

ingest · 1plan · 1reason · 2tool · 2verify · 1approval · 1write · 1notify · 1

SYSTEMS

ServiceNowticketing
Network OSSapi
Salesforce CRMcrm
SMS Gatewaychannel

What you need to run it

API access and assignment rules for the ticketing or work-order system
Credentials and a test environment for the enterprise APIs involved
CRM API access and a customer matching key
Channel integration (WhatsApp Business API, SMS gateway or in-app widget)
An authorised role and approval channel for the approval rule (mobile approval card, e-mail or ticket)
SSO with the organisation’s identity provider and a scenario-specific authorisation group

Global pattern

Mirrors the proactive outage-notification pattern large operators use to cut inbound call volume by around 30%

Packages that include this scenario Subscriber care and network support → Sector: Telecom →

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