IntegrationsISP network
Outages
Declare a network outage or planned maintenance once, and every outage-aware AI agent tells affected callers what’s happening and when service should be back.
When part of your network goes down, every caller asks the same thing. Declare the outage in Crulon, and your AI agents tell the callers it affects what’s happening and when service should be back, instead of troubleshooting their equipment. Your team sees every outage, its calls and tickets, in one place.
- Plan
- Telco Ops Bundle (part of its Telecom Connector Pack)
- Where
- Outages, in the sidebar, once the App is installed
- Who can do it
- Managers and Workspace Admins declare and resolve outages. People with the Agent role can see them
How it works
- 01
You declare the outage
Who’s affected, what’s happening, and when service should be back, if you know.
- 02
Agents know from the next call
Each call starts with your current outages. No need to publish the agent again.
- 03
A caller reports a problem
The agent checks whether the outage affects them, before any troubleshooting.
They’re affected
The agent reads your message, gives your estimate if you set one, and doesn’t open a ticket for it.
Not sure where they are
The agent names the area and asks whether they’re there.
Crulon never contacts customers about an outage: they hear about it when they call.
Set it up
Install the App
Open Build > Apps, choose Outages and install it. Outages appears in the sidebar, with a red count while anything is active.
Give your agents outage awareness
Agents only know about outages once they have the Check for a known outage Tool, which the App creates for you.
- Open the agent in AI Studio > Agents.
- In Business Tools, select Attach a Tool and pick Check for a known outage.
- Publish the agent.
You publish once. After that, every outage you declare, update or resolve reaches the agent on its next call. The agent’s Behavior section shows Network status: On · tool attached, and the Outages page names the agents that tell callers. See Tools.
Check the settings
On the App’s page in Build > Apps, under Outages settings:
- Team alerts: alert everyone who can see outages when one is declared or resolved. On to start.
- Quiet-outage reminder: remind people when an outage has had no update for a while, 6 hours to start.
- What callers hear by default: the message for No service and for Slow or intermittent. Write
{area}where the place name goes. - What we can match on: how many customers have a town on file, and whether account groups and sites are available.
Declare an outage
Select Declare outage on the Outages page, the siren button at the top of any page, or search for “outage” and choose Declare an outage.
- Who’s affected? Pick one or more of the options below. The line underneath shows roughly how many customers that is.
- What’s happening? No service, or Slow or intermittent.
- Area callers hear: the place name in the message, filled in for you. Change it if it names equipment.
- Message for callers: filled in from your default message. Callers hear it word for word, so no device names, links or IP addresses; Crulon refuses those.
- Back by: Unknown, 1 h, 2 h, 4 h or a time. A time earlier than now means tomorrow.
- Under More, the cause, when it Started (up to 7 days ago) and Internal notes, which only your team sees.
Select Declare outage. Agents mention it from the next call.
To cover everyone straight away, open the arrow beside Declare outage and choose Entire network. Any caller who reports a service problem hears about it until you resolve it.
Who’s affected
| Choice | Matches callers by | Comes from |
|---|---|---|
| Entire network | Everyone who reports a problem | |
| A town | The town and state on their contact | Contacts, or your billing App |
| A Sonar account group | The account groups on their Sonar account | Sonar |
| A site | The network site that serves them, and every site above it | Splynx’s network sites |
| A postal code | The postal code on their account | ViSP |
| A customer | That one contact | Your contacts |
| A described area | Nothing: callers are asked whether they’re there | Any place name you type |
A caller is affected if any of an outage’s choices matches them. If Crulon can’t tell, because the caller isn’t recognised or has no town or site on file, the agent asks rather than guessing. A described area can’t be mixed with the other choices.
What callers hear
The default messages, with the area filled in:
- No service: “We’re aware of an internet outage affecting North Village. Our team is working on it.”
- Slow or intermittent: “Some customers in North Village may see slow or dropping internet service. Our team is working on it.”
Replace them in the App’s settings. If you set Back by, the agent also says when service should be back. Once that time passes, the agent stops giving a time.
While it’s going on
Select an outage to open it. Post update changes what callers hear from the next call:
- Status: Investigating (“We’re aware and looking into it”), Identified (“We found the cause and are repairing it”) or Monitoring (“A fix is in; service should be returning”). At Monitoring, the agent suggests a caller who’s still offline restarts their router.
- Back by, What callers hear and an Internal note.
Edit details changes the area, title, cause and notes. Change who’s affected changes the matching. Every change is kept in the outage’s Timeline, with who made it.
The card on the board shows how long it’s been going, the estimate (amber once it’s passed), how many customers it covers, how many calls and tickets are linked, and how long since the last update.
Calls and tickets
- Calls are linked when the agent tells an affected caller about the outage.
- Tickets are linked automatically when one is created for an affected customer. Select Link a ticket to add one yourself, or Unlink to remove it.
The outage shows them under Calls and tickets.
Resolve it
Select Resolve. Agents stop mentioning it on new calls straight away. Tick Close the linked tickets to close their open tickets too, with a note saying which outage it was.
Crulon never resolves an outage for you. Within 24 hours, Reopen brings it back as Investigating. Resolved outages stay on the board under Recently resolved.
Planned maintenance
Open the arrow beside Declare outage and choose Schedule maintenance. Set when it Starts and Ends (up to 90 days ahead and 72 hours long), who’s affected and the message.
- Until it starts, the agent mentions it only to a caller who asks about planned work, if it starts within 24 hours: “Planned maintenance may interrupt internet service in North Village from Tue Oct 20, 2:00 AM to 4:00 AM.”
- At its start time it starts by itself, or select Start now. Then callers hear: “We’re doing planned maintenance affecting North Village. Service should be back by 4:00 AM.”
- Crulon doesn’t finish it for you: Resolve it when the work is done. If it runs past its end, Crulon reminds you once, and the agent stops quoting the end time.
- Cancel a window that hasn’t started, and callers aren’t told about it.
What your agents are told
At the start of each call, an outage-aware agent gets a short network status from Crulon: up to five active outages, each with its area, what’s happening, the status, your estimate and your message. It’s told to use Check for a known outage before troubleshooting, and never to mention an outage unless the caller raises a service problem.
When a caller reports a problem, the Tool checks whether each active outage affects them:
- Affected: the agent tells them, reads your message, gives your estimate if there is one, and doesn’t troubleshoot their equipment or open a ticket for the outage.
- Not sure: it names the area of each outage and asks whether they’re there.
- Not affected: it carries on as normal.
The agent never gives a time you didn’t set, and never sees your internal notes. An outage declared during a call reaches that call only through the Tool. To see exactly what agents are told right now, open Preview what agents are told on an outage or in the App’s settings.
Ask Crulon can declare, update and resolve outages for towns, account groups, the whole network or a described area.
Alerts
| When | Who’s told |
|---|---|
| An outage is declared or resolved, or maintenance starts or finishes | Everyone who can see outages, if Team alerts is on |
| An outage has had no update for your reminder time | Managers of outages and whoever declared it |
| Maintenance runs past its end | Managers of outages and whoever declared it, once |
Alerts appear in the notification bell under System. They aren’t emailed. Each change also appears in the App’s Activity.
If something goes wrong
Check the agent has Check for a known outage attached and published: the Outages page shows “No AI agent knows about outages yet” if none has.
It couldn’t tell whether the outage affects them. The caller wasn’t recognised, has no town, site or postal code on file, or you used a described area.
The area or message contains something callers shouldn’t hear. Remove it.
Sites come from Splynx, and account groups from Sonar. The App you need has to be installed and synced.
It needs the App installed and the View Outages permission.
Last updated 18 Oct 2026