Specifications

Chapter 9: Managing Voice Mail ShoreWare Call Manager Manual
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this option defines the notification process until Call Manager receives a response.
Section A.2.4 on page 154 describes the Call Handling Mode Configuration panels
that reference escalation profiles.
• Activating Escalation: Escalation is activated by disabling Mark delivered voice
mail as Heard on Options and Preferences: Voice Mail panel. Section A.2.7 on
page 158 describes the Options and Preferences: Voice Mail panel.
9.5.3.3 Escalation Process
The Escalation process consists of a trigger condition, a Notification Cycle, and a
Terminating Condition.
Trigger Condition: The trigger conditions specify the event required to initiate an
Escalation process. The following are the conditions required to initiate an escalation:
1. The active Call Handling Mode specifies a valid Escalation profile.
2. The Deliver Voice Mail as Heard on the Options and Preferences: Voice Mail panel
is not selected.
3. The user receives a call that generates a voice mail message.
Notification Cycle: After detecting the Trigger Condition, ShoreWare performs the
following steps until the Terminating Condition is satisfied:
1. Call Manager sends a voice mail or a phone call to the address listed in the first
configured step in the profile.
2. Call Manager waits for the period specified by the Timeout field.
3. Call Manager repeats 1 and 2 for each configured step in the profile. Executing 1 and
2 for all configured steps is defined as a notification cycle.
Terminating Condition: Call Manager continues the Notification cycle until one of the
terminating conditions is satisfied:
• The message that triggered the escalation is marked as Heard.
• Call Manager has performed the Notification Cycle the maximum number of times.
The maximum is defined as Repeat Count + 1, where Repeat Count is specified in
the Escalation Profile panel that configures the Escalation profile.
9.5.3.4 Configuring Escalation
The following steps are required to configure and enable Escalation Notification:
Step 1 Define Escalation profiles.
The Escalation panel lists the Escalation Profiles configured for your extension.
Section A.2.8 describes the Escalation panel.
Step 2 Assign Escalation profiles to Call Handling Modes.
Call Handling Modes are configured by opening the desired mode in the
Options and Preferences panel. The Voice mail escalation profile drop down
menu assigns a profile to the Call Handling Mode.
If you set Escalation Profile to None for a call handling mode, Escalation is
disabled for that mode.