Carlos Gomez
Hi Community Team,
Fairly new to xMatters Configurations. I am working on creating a Conference Bridge setup where our main IT Infrastructure Team is able to join a call together via a Conference Group for major issues. Then afterwards when they complete their work, the conference bridge would be escalated to the next group of individuals to complete their tasks to resolve the issue.
Any info feedback is greatly appreciated. Thanks in advanced!
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Carlos,
Would anyone from the first call be on the second call?
I would think that if you had targeted a group with an escalation, then once the group delay expired, we would then call the next shift.
thanks,
kim
I think Kim's question gets to an important question, why does the same conference bridge need to be used for the second group? Why not generate a new event / conference bridge for the second group?
edit - For how to accomplish this, another important question is if you are using xMatters conference bridges or an external conference bridge solution. With an external system you'll need to see if that system has a way to notify xMatters when a call is finished, or require that the first group do something in xMatters so it knows when to start the workflow for the second group.
Hi Team,
It is an xMatters hosted Conference Bridge that is initiated and sent to xMatters via our ticketing system, ChangeGear. In reading the notes you provided in the last comment, there is a way that the second group can join a second escalation in xMatters with an action in ChangeGear.
ChangeGear allows a second escalation to be started via the action Ticket Requeue which can trigger the second escalation, Conference Bridge, to the second group.
I will proceed to plan and test. Thanks Team for the feedback!