Topic

This article describes how to configure Mobile Safety workflows in CEM Orchestration so that Assistance or Emergency Calls from the Mobile Safety app do not generate SOS alerts, while still permitting SOS events to be processed.

Description

In CEM Orchestration, administrators can control how Mobile Safety events generate SOS alerts by configuring the Mobile Safety Alerts workflow. By adjusting category and subcategory settings, it is possible to exclude Assistance or Emergency Calls from triggering SOS alerts while still allowing SOS activations to be handled by the workflow.

To exclude SOS alerts for Assistance or Emergency Calls in CEM Orchestration, update the Mobile Safety Alerts workflow as follows:

• Navigate to the workflow in CEM Orchestration by going to: Your Org > Workflow > CEM Orchestration > Workflow List > Mobile Safety Alerts.

• In the workflow configuration, select Allow only the selected category and subcategories.

• Choose Mobile Safety from the category dropdown.

• Untick or uncheck the Emergency Call subcategory.

• Save the workflow.

After this configuration, Assistance or Emergency Calls from the Mobile Safety app are excluded from the Mobile Safety Alerts workflow and therefore do not generate SOS alerts from that workflow. Administrators should run a test from the app after saving the workflow to confirm that Assistance Calls no longer generate an SOS alert.