HECO PSPS Hotline Event – IVR Update Process

Customer: HECO (Hawaiian Electric Company)
Process Owner: Abdul Rahim Sheik
Team: Tier1 Support
Purpose: To update IVR (Interactive Voice Response) audio messages for HECO’s hotline during PSPS (Public Safety Power Shutoff) events or other emergency situations.

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1. Overview

During storm or emergency events, HECO initiates PSPS campaigns from their end and requests us to update IVR messages for their hotline system.
Under normal conditions, the hotline plays non-storm (general) files.
When a PSPS event is active, these are replaced with event-specific audio files as per the customer’s request.

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2. File Storage and Access

All general (non-storm) audio files are stored in the client’s SharePoint under the following path:
Message Broadcast - Clients - PSPS Hotline - All Documents

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3. Postman Collection for Updates

All IVR updates are performed using the Postman collection:
https://messagebroadcast.postman.co/workspace/HECO-PSPS-Hotline~66c6d43b-edfe-41c7-ae34-e484ddc6b4cd/request/25580886-c37e7a87-0687-4141-81a7-de4a3fcd850f?action=share&creator=44817451&ctx=documentation

Important:

• Use only this collection for updating IVR messages.
• Do not modify or rename the collection.
• The payload numbers remain the same for every update (listed below).

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4. File Update Scenarios

Customer may request updates for any combination of the following audio files:

• Intro message
• Press 1
• Press 2
• Press 3

Examples:

• If HECO requests to update only the Intro message, update only that file and use the existing (old) files for Press 1, Press 2, and Press 3.
• If they request to update all four files, update each one accordingly.

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5. File Conversion

HECO provides audio files in .MP3 format.
Before uploading, convert them into .WAV format using the approved converter below:
🎧 DkyadavLab - Audio Convertor

Always use this converter to ensure the correct frequency and compatibility for IVR playback.

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6. Upload and Documentation Steps

1. Convert the received MP3 files to WAV.
2. Update the required files in Postman → HECO PSPS Hotline Collection.
3. After successful upload, store the updated WAV files in SharePoint under the appropriate folder.
4. Add the update date and your name in the folder description or tracker so other team members can identify that the files were updated for this event.

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7. Testing

After updating the files:

1. Call the inbound IVR number and verify:
   • Intro message
   • Press 1
   • Press 2
   • Press 3

1. Ensure each option plays the correct message.
2. Confirm with the customer that updates are completed and tested.
3. Wait for HECO’s confirmation before closing or making further changes.

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8. Hotline Numbers (Static)

Option	Number
Press 1	808-548-7311
Press 2	808-871-9777
Press 3	808-969-6999
Switch for Inbound	844-483-8666
Note: These numbers remain same.

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9. Event Closure

Once HECO notifies that the PSPS event has ended:

1. Revert the hotline to the non-storm (general) WAV files.
2. Test the IVR again using all options (1, 2, 3).
3. Confirm successful reversion to HECO.
4. Once the customer confirms, close the event ticket.

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🎥 Training Walkthrough Video: Message Broadcast - Support - HECO PSPS hot line - All Documents