What is GOCare OutageIQ?

This article introduces OutageIQ, GOCare’s outage communication toolset. It explains how OutageIQ adapts to client maturity with three configuration models—Notify, Manage, and Automate—to support everything from manual alerts to infrastructure-driven automation.

OutageIQ enables proactive communication during service outages or maintenance events. It supports real-time, scheduled, and manual messaging workflows that notify impacted subscribers, deflect inbound calls, and align internal response teams. Clients choose from three configuration models based on their system integration capabilities and operational needs.

Notify is the most basic configuration tier. It allows clients to deliver messages during outages or maintenance using a manual upload process, without needing a structured hierarchy or integration.

• Manual upload of impacted subscriber lists

• Static or dynamic message content

• Scheduled delivery timing

• Quiet window suppression to avoid sending during restricted hours

• Full opt-in/out compliance

• No structured network data required

• Client must be able to provide subscriber lists on demand

• Export subscriber lists per incident

• Draft and provide messaging content

• Initiate all sends manually

Manage is available for clients who can provide a structured hierarchy that maps network elements down to individual subscribers. It enables targeted outreach through the GOCare UI.

• Visual UI to select affected network areas (e.g., City > Shelf > Serving Area)

• Auto-targeting of all downstream subscribers

• Manual triggering of outage or maintenance declaration messages

• Scheduled and cascading delivery options

• Quiet window logic

• ACR support for inbound call deflection

• CSV download of affected subscribers available in the UI

ℹ️ Info: A typical hierarchy might be: Region → City → Shelf → Serving Area → Subscriber. The lowest tier must directly link to subscriber IDs.

Unlike outage notifications, maintenance events follow a fixed, non-configurable cadence:

1. Pre-notification at a scheduled time

2. Message when maintenance begins

3. Message when maintenance ends

4. Cancellation notice, if applicable

ℹ️ Info: Maintenance messaging uses a fixed three-step flow—pre-notification, start, and completion—scheduled in advance by the operator. Maintenance flows are optimized for predictability and delivered via SMS only.

• Fully defined hierarchy with subscriber mapping

• Upload of structured network tiers (e.g., CSV, API feed)

• Maintain hierarchy integrity and update as needed

• Use the UI to trigger event messages

• Monitor subscriber feedback via ACR

Automate offers the most advanced level of functionality and is built for clients with real-time infrastructure access and telemetry feeds.

• Automated outage declarations based on event thresholds

• SMS message workflows for declare, update, and clear phases

• Configurable delays and quiet window enforcement

• ACR support for call deflection during events

• Optional email alerts to internal teams when outages begin or end

• CSV download of affected subscribers per outage node

ℹ️ Info: Subscriber notifications in OutageIQ are delivered via SMS, which offers high deliverability and rapid transmission for both planned and unplanned events. Email is not used for subscriber-facing notifications.

• Same structured hierarchy as required for Manage

• Real-time data feed or webhook to trigger events

• Defined outage threshold logic (e.g., # of nodes or % affected)

• Quiet window and update logic agreed upon

• Maintain live telemetry and hierarchy mapping

• Define and refine outage detection rules

• Monitor and tune quiet windows and message pacing

• Optionally send partial restoration alerts or mid-event updates

ℹ️ Info: Each mobile number can be registered to one account for outage notifications. This ensures compliance with carrier opt-out policies and maintains message clarity for subscribers.

Ready to reduce inbound calls and keep subscribers informed during outages? Visit our website to schedule a demo.