Specifications

Configuring Users
ShoreTel 7.5 Administration Guide 10 – 81
Configuring Escalation Notification
The ShoreTel system supports Escalation Notification. This voice mail feature allows
your organization to know when your customers need help.
For example, if a customer in a small town calls his local utility provider to complain
about a power outage at 4 a.m., it is possible nobody would be in the office at that hour
to handle his call. However, with ShoreTel’s Escalation Notification feature, the
customer could leave a voice mail, and in doing so, he would set in motion a chain of
events that would cause support personnel from the utility company to respond to his
concerns.
The message left by the customer on the voice mail system would trigger the Escalation
Notification feature to send out a page, phone call, or email to an employee in the
support department of the utility company. If this first employee ignores the beeping
pager, another person will be contacted, and so on. Each of those utility company
employees specified in the escalation profile will be contacted until someone dials into
the ShoreTel system and listens to the customer's voice mail message and handles the
problem. (See Figure 10-46 below.)
Figure 10-46 Anatomy of an escalation profile event