Tim Albert
Hi, we are new to xMatters at our company. My question is about paging groups to a conference bridge.
All of our groups have a primary, secondary and management escalation built. When we are opening a conference bridge, for example I want to be able to page our Server Team to join a bridge call. But I want it to not page all 10 members of the group, just the primary. Then after 5 minutes the Secondary etc. Currently when I type in the group name in the recipients, it pages the whole group.
Is there something else we need to do as part of our setup? Or is there another way to page them out so it works this way?
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Hi Tim,
The default behavior in xMatters matches what your expectations of how this should work.
The behavior you are seeing, which is everyone getting notified at once, may be the result of
1) Selecting "Escalation Override" in the Handling section of the Form
or
2) When sending the message, after adding the group as a recipient, you click the expand button (plus sign) to expand the group before clicking Send.
Let me know if either one of these could be the case.
Thanks,
Tom
One other thing to validate: the behavior of xMatters is definable for when somebody responds. In the Developer tab you can find the process that that is driving the conference page out. The top-level grouping of related process is called a "Communication Plan" and each individual process is modeled using a "Form." If you navigate in the Communication Plan Builder to the Form that is triggering the page out, you can go to a "Responses" tab that has a screen allowing you to set various options for each response. One of the options is the "Action", and you will want to make sure that the action is "Assign to User" - that will tell xMatters that it doesn't need to continue escalating within a group.