User`s guide

Allworx Server Administrator’s Guide Version 7.6
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Revised: 11/22/13
20.2 Escalation Mode
The Voicemail Escalation feature distributes message alerts repeatedly until meeting the
set number of retries or until retrieving any voicemail message.
The system organizes recipients into levels so that after sending a specific number of
message alerts to the recipient(s) at one level, the system begins sending the alerts to
the recipient(s) at the next highest level.
To configure voicemail Escalation alerts:
Log in to the Allworx server admin page, navigate to Business > User, and enable the
Escalation Mode radio button.
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.
Feature Description
Level Order for alerting recipients a caller left a message in the voicemail inbox.
SMS Email Message
Address of the recipient(s) to alert when a new message is in the voicemail
inbox. Only one entry per field, use a message alias 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: Find a list of service provider domains at: www.notepage.net/smtp.htm
(Check with the Service Provider for more information).
Notification Period
Elapsed time before sending another SMS message to the recipients identified
in the Level option.
Maximum Retries
Maximum number of attempts sent to the recipients of the level before the
message alerts proceed to the next level. This does not include the initial SMS
message. Therefore, the system makes one more attempt to the recipients 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.