urgent voice mail

  • 0
  • 1
  • Question
  • Updated 3 months ago
  • Answered
  • (Edited)
Is there a way to Escalate Urgent Voice Mails?
Photo of Jim Stuver

Jim Stuver

  • 100 Points 100 badge 2x thumb

Posted 3 months ago

  • 0
  • 1
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 43,336 Points 20k badge 2x thumb
Hi Jim,

Your question is a tad vague. Could you provide more details?
Photo of Jim Stuver

Jim Stuver

  • 100 Points 100 badge 2x thumb
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?
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 43,336 Points 20k badge 2x thumb
Hi Jim, I'm not familiar with the feature you're referring to....how are you tagging a VM as urgent?
Photo of Jim Stuver

Jim Stuver

  • 100 Points 100 badge 2x thumb
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?

Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 43,336 Points 20k badge 2x thumb
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.
Photo of Jim Stuver

Jim Stuver

  • 100 Points 100 badge 2x thumb
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.