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jim-stuver1 asked ·

urgent voice mail

Is there a way to Escalate Urgent Voice Mails?
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saadetswift16514 answered ·
Hi Jim,

Your question is a tad vague. Could you provide more details?
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jim-stuver1 answered ·
Sorry.  Someone leaves a VM and tags it urgent.  Are there options RC can do to send an SMS or even connect the user to an IVR?
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jim-stuver1 answered ·
When you leave a VM, you hit # and you have options to delete and re-record, etc.  One option is to tag the message as urgent.  Challenge is - how can I escallate that systematically?

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jim-stuver1 answered ·
Thanks.  Someone was asking for this.  It is set-up to forward VM to email.  In today's world, if it is urgent, text someone.  We did set up a custom rule for an individual that on No Answer, skip VM and forward to an extension with an IVR with a prompt to go to user cell phone or leave a message.
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saadetswift16514 answered ·
Hi Jim, I'm not familiar with the feature you're referring to....how are you tagging a VM as urgent?
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saadetswift16514 answered ·
Ah, thanks for clarifying, Jim. We don't have anything built in that will escalate a VM that was marked as urgent. I'm still not sure what that would look like, in all honesty.

Do you have your email set up to receive VM notifications? Maybe something you could do is create a rule so that those get tagged specifically, since the word Urgent is in the Subject Line of the email. Simply spit-balling here.
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