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This site was created as a place to share stories, tips, and troubleshooting help with ShoreTel/Mitel systems. ShoreTel/Mitel is obviously the MOST exciting VoiP platform on the market right now, and we realized there was no centralized place to discuss this platform, but now there is. Please feel free to join and share your experiences.

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  • Escalation Profile Do nothing at first?

    I have set up an escalation profile like this:

    Step 1
    Timeout 10 minutes
    everything else turned off

    Step 2
    Timeout 10 minutes
    Email the voicemail to specific people

    The issue is soon as there is a voicemail it skips to step 2. If I set step 1 to something, it will wait 10 minutes before going on to step 2.

    Our goal is to simply have it wait 10 minutes before it sends out the first set of notifications, otherwise people will get inundated with messages.

    Am I missing something? Or is there another way to do this?

    Also is there anyway to customize the messages sent out with the escalation profile so they atleast look different then those you get when you have it set to email you your voicemails?

  • #2

    Does putting 10 minutes as a timeout in step one and telling it to email you not work?

    I guess I am not understanding the need for two steps here?


    • #3
      The time out I put in step 1 is how long until it goes onto step 2, not how long before it does what is in step 1.


      • #4
        I see what you want to do, but I dont see a way to put a time frame on the front end of the notification, so it will wait 10 min before it sends the first notification.
        Maybe you can send the first to a extension or bogus email account.


        • #5
          That was my plan if I had to, but I had hoped that when it was designed Shoretel thought that you wouldn't want to send out an email or notification instantly for every voice mail.


          • #6

            I understand now.

            it does seem to want to work the way you describe.

            You would sure think that there would be a box for "Start Escalation procedure after x minutes)".