User guide

System Administrator’s Guide – Release 7.5
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Revised: April 9, 2013
Page 160
20.2 Escalation Mode
The Voicemail Escalation feature distributes message alerts repeatedly until meeting a
set number of retries or until retrieving any voicemail message. The system organizes
recipients into levels so that after a specified number of message alerts are sent to the
recipient(s) at one level, the alerts to the recipient(s) at the next highest level begin.
To configure voicemail Escalation alerts:
Navigate to the Business > User page and enable the Escalation Mode radio button.
Option Description
Level The order for alerting recipients a caller left a message in the
voicemail inbox.
SMS Email Messages The address of the recipient(s) that are to alert when there is a new
message in the voicemail inbox. Only one entry per field, therefore a
message alias may be used to send alerts to multiple recipients.
The following are acceptable entries:
• Username
• Message Alias
• Email address
• Cell phone number with service provider SMS text message
domain (e.g.
[e-mail])
Note: A list of service provider domains can be found at:
www.notepage.net/smtp.htm (Check with the Service Provider for
more information).
Notification Period The time elapsed before sending another SMS message to
the recipients identified in the Level option.
Maximum Retries Maximum number of messages sent to the recipients of the level
before the message alerts proceed to the next level of the table. This
does not include the initial SMS message. Therefore, the system
sends the recipients one more message than the entered value.
Note: Escalation message alerts stop after sending the maximum
number of messages to the last populated level in the table.
Continue Notifications Recipients continue to receive message alerts in conjunction with
the next level or levels once escalation occurs.
Example:
A doctor’s office has an “on call hours” voicemail box. When leaving voicemail
messages in this box, the system sends the notification to the assigned doctor to
answer after hour emergencies. If the doctor does not retrieve the call within X
minutes, the system sends an escalation message to the next set of backup doctors.