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Managing Call Escalations in Spok Messenger

Call Escalations are another recipient type that allows repeat messages to be issued at future specified times. The escalation may repeat indefinitely by going back to a previous step when finished, or by stopping completely once the last step is complete. Escalations generated by users must also be canceled manually. If generated by an event of some kind, then the escalation should be terminated when the event clears. No nested escalations are allowed. Any escalation is stopped after it reaches 100 steps (All escalations are limited to a maximum of 100 steps in total).

Call escalations allow notifications to be designed and saved in advance. For example, if a hospital has a patient who needs assistance at the same time every week, a call escalation can be designed to notify the staff that the patient needs assistance. The call escalation includes a list of people who are notified when the call escalation goes into effect. So, if a patient needs assistance at 3:00 PM every Saturday, a call escalation notifies the people on the call escalation list in the order that they are entered until the patient is assisted and the call escalation is canceled.

 

Call Escalation Steps

Call escalation steps are the order in which recipients should be contacted once a call escalation begins. The amount of time that should be waited between contacting recipients is also included in the call escalation step. The Call Escalations dialog can be accessed by choosing Edit > Call Escalations.

Name

Enter the name that should display on the main Recipients list.

Local ID

Enter the internal number used to reference this escalation. Local IDs must be unique. Entering a duplicate Local ID causes an error, and the next available free Local ID is offered. Please note that a Local ID can include up to 10 numbers. In addition, leading zeros can be used.

Department

Choose a department. This is an optional field used to categorize this escalation for statistical, filtering, or billing purposes.

Time/date stamp

Choose the method of automatic time/date stamping for every message sent to this escalation. This setting overrides the setting for individual recipients within the escalation. It may be one of the following:

No Stamp: Messages are sent “as is.”

Time Only: The time of initiation is pre-pended to every message.

Date Only:  The date that the message was sent is pre-pended to every message.

Time and Date: Both the time and date of message initiation is pre-pended to every message.

Escalation steps

Displays a list of recipients currently contained in the call escalation. The process of editing these steps is covered below.

When finished

Choose an option that controls the behavior of the escalation when it reaches the last escalation step. It can be set to stop, in which case no further paging occurs after each escalation step has been contacted. It may also be set to go to a specific step, which causes messaging to continue indefinitely until the event condition is reset.

Notes

Enter any notes or comments. This is a free-form field that may be used to annotate pertinent facts regarding this group. There is a limit of 1,000 characters for this field.

Priority escalation

Check this option if all messages to this escalation should be sent as soon as possible. Any messages sent to this escalation are thus added to the front of the pending message queue.

Hidden in the message screens

Prevents users from sending manual pages to this escalation. This setting may be useful for escalations whose messages are initiated by a third-party device.

Prohibit paging from PBX

This option prevents users from sending messages to this escalation via the Spok Messenger telephone-paging interface.

Send Escalation ID with message

Determines if a 10-digit escalation ID is appended to the message so it can be canceled from the PBX.

Enable forced escalation by receiving device

This option determines whether the recipients are allowed to immediately force the escalation to execute the next escalation step.

 

Adding Call Escalations

A new call escalation can be added.

  1. Choose Edit > Call Escalations. The Call Escalations dialog displays.
  2. Click the New button. The fields become available for editing. Please note that a Local ID is automatically populated into the Local ID field.
  3. Enter the information for the new call escalation in the fields.
  4. Click Save to save the new call escalation.

 

Editing Call Escalations

An existing call escalation can be edited. More than one escalation may be edited simultaneously. This feature is particularly useful for changing one parameter for several escalations without repetition. 

  1. Choose Edit > Call Escalations. The Call Escalations dialog displays.
  2. Select the call escalation to be edited. The information for the call escalation is populated in the fields.
  3. Edit the desired information in the fields.
  4. Click Save. The changes to the call escalation are saved. If you are changing more than one escalation, a warning dialog displays.
  5. Click Yes to save the changes.
  6. The following message may appear, indicating that the Local ID entered is not unique to this escalation. In this case, choose the desired option from the dialog.
  7. Click OK. The Call Escalation screen displays.
  8. Click Save in the Call Escalation screen. The changes are saved.
  9. If you fail to save any changes, a warning dialog displays.
  10. Click Yes to save the changes. The changes are saved.

 

Adding a Call Escalation Step

Call escalation steps are the order in which recipients should be contacted once a call escalation begins. The amount of time that should be waited between contacting recipients is also included in the call escalation step.

Adding a New Escalation Step

A new escalation step can be added to the system.

  1. Choose Edit > Call Escalations. The Call Escalations dialog displays.
  2. Choose the call escalation for which you would like to add an escalation step.  The information for that call escalation displays in the fields.
  3. Click Add to the right of the escalation steps list. An Escalation Step dialog displays.
  4. Enter the delay time for the escalation step in the Wait fields.
  5. Select the recipient to contact in the Then contact drop down menu.
  6. Click OK. The step is added to the bottom of the escalation steps list.
    NOTE: To move this escalation step or any other escalation step to another location in the call escalation, use the Move Up and Move Down buttons.

 

Editing Call Escalation Steps

An existing call escalation step can be edited.

  1. Choose Edit > Call Escalations. The Call Escalations dialog displays.
  2. Choose the call escalation for which you would like to edit escalation steps. The information for the call escalation displays in the fields.
  3. Highlight the step to be edited in the Escalation steps portion of the Call Escalations dialog. The Escalation Step dialog displays.
  4. Click Edit. The Escalation Step dialog displays.
  5. Make any desired changes.
  6. Click OK to keep the changes or click Cancel to disregard the changes.
Deleting an Escalation Step
  1. Choose Edit > Call Escalations. The Call Escalations dialog displays.
  2. Choose the call escalation for which you would like to delete an escalation step.
  3. Highlight the step to be deleted in the Escalation steps portion of the Call Escalations dialog.
  4. Click Delete. The escalation step is deleted.

 

Deleting Call Escalations

An existing call escalation can be deleted.

  1. Choose Edit > Call Escalations. The Call Escalations dialog displays.
  2. Select the escalation(s) to be deleted. The information for the chosen escalation displays in the fields.
  3. Click Delete or press the delete key on the keyboard. A confirmation dialog displays.
  4. Click Yes to delete the call escalation.
  5. In the Deleting recipients with links dialog, edit any desired information.
  6. Click the Delete button to continue deleting the escalation, or click Cancel to retain the escalation.