Axxess 10.003 - EM

Most of our service support ACD queues are set to recall a voicemail box if not answered in specified time. That mailbox is set up to alert on the supervisors phone and to send a Forward & Copy email to the members of the hunt group. It is also set with Remote Notification Cascades to call out to supervisor's cell phones.

When a message is left the emails are sent and the supervisors calls are made at the same time - he gets the email as his phone starts ringing.

Is it possible to arrange to have the Remote Notifications start, say, five minutes or so after the emails sent, giving the Hunt Group members a chance to pick up the message locally first, not have both happen at once?

I'm never done this before so this is just hypothetical.

In saying that, maybe you can add 2 cascade levels to that specific mailbox. The first one could be programmed with a different number, maybe even a DID on your system that goes to a CRA that just hangs up after 10 seconds or so. The second one could then ring your boss's phone. You can adjust the timers accordingly.

Stix - that's clever! I would further suggest that an actual greeting be inserted into the CRA, and not just silence. Maybe play with Call Progress Detection on the notification if it doesn't answer.

Will give that a shot - thanks.