VMPro Oncall Outcalling Dilemma

[nurban]

I’m sure this has come up before, but couldn’t find any similar posts - we’re trying to set up VMPro to function similar to our old VM system.

What we’d like to create is for our oncall emergency system. When a customer calls into our emergency mailbox/campaign, we’d like the system to call our tech and play the message (that’s the easy part); but, if the tech on call can’t be reached in 15 minutes, we need the system to then call 3 other numbers that are backups.

This was straightforward in the system we just replaced, but I can’t seem figure out how to make everything overflow properly in VM Pro.



IPO Implement
ACSS

 

[defaud]

You want to set up an Escalation List for your on-call mailbox. If you go into VM Pro Client you can use the GUI to set it up. Under the "User" section you can right click the on-call mailbox account, and select View Mailbox details. Put the 4 on-call numbers on the "Account" tab for Desk, Home, Delegate, and Moblie(keep the timeout default at 15 sec) in whatever order you'd like.

Then go to the "Outcalling" tab and put in an escalation list based on the numbers you entered under the Account tab. Leave the timeout at 15 seconds, and put the Delay at 15 mins. I believe each step is only relative to the last, so 15 mins at each step is 15 mins of waiting after each number it's tried to reach. Would look something like this:

Desk: Guy1# 15 sec 0 min
Desk: Guy1# 15 sec 5 min (call him again just to make sure)
Home: Guy2# 15 sec 10 min (call him 15 minutes after first attempt)
Mobile: Guy3# 15 sec 15 mins (call him 15 mins after Guy2)
Delegate: Guy4 15 sec 15 mins (call him 15 mins after Guy3)

I'm not sure how the retry list affects an escalation list as I haven't done much experimentation on this, but if you mess around with those settings and test some you can find the settings you're happy with.

 

[nurban]

Seems to do the trick... Thanks for the pointer!


IPO Implement
ACSS