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Escalation to same user contact within same shift

James Smith

June 30, 2021 22:16

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I have multiple shifts with different team members in each shift and want to have several escalation wait times which call/email/text the same individual. I believe the tool does not allow me to add the same contact more than once to the shift. Is this correct?

Example of what I'd like to do:

Start - James - SMS Personal Phone

           James - Work Email

10 Minutes - James - Desk Phone

                     James - Personal Cell Phone

15 Minutes - James - Desk Phone  (does not add)

                     James - Personal Cell Phone (does not add)

 

If I cannot add duplicate contacts to the same shift/escalation, my only solution is to create a separate shift for each wait time I want to notify again. In this case I would have Start and 10 minutes in one shift, 15 minutes delay in another shift, etc.

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3 comments

• 2
  
  Sean Spencer June 30, 2021 22:23

  It will let you do that, you want the Allow Duplicates feature turned on for the group (https://help.xmatters.com/ondemand/groups/groups-settings.htm)

   

  I'll throw out the obligatory - instead of defining this escalation in the group for each individual, why not have the individual setup these wait times in their device list so you can just add the individual to the group

• 0
  
  James Smith June 30, 2021 22:55

  The advanced options/notification behaviors are grayed out for me. Yay corporate overlords! I will check with our admins and see if that is something they can update for me.

  I will give that some thought.

• 0
  
  Paul Porter July 01, 2021 14:08

  Hi James -

  You can also consider the Voicemail Options that is part of the configuration for a Form.  In the Layout tab, under the Handling section you are able to specify the number of times you want xMatters to call the voice device, and the delay between retries.  If you configure the Form in this way, it would use the same escalation and retry attempts for every communication.  You would also only need to include the User in the Group, as opposed to listing out every device you wanted to use.  The idea to drive a consistent process but also minimize the setup work in the Group, and also lower the reconfiguration work in the future.

  There are certainly some terrific options within the product that aren't always initially visible or obvious.  Of course, you will need some permissions to access these settings.  You can see some more detail on this help page - https://help.xmatters.com/ondemand/xmodwelcome/communicationplanbuilder/handlingsenderoverrides.htm#Handling