If you want to have a simple escalation process, setting-up a Global Escalation setting is highly recommended. Following the steps outlined below for this setup:
1. Select “Escalation Settings” from the Menu option
2. To edit or update the details, click on the options menu “ ⋮ “. Then complete the details as outlined below:
Note that escalation timing is set as “30 minutes” by default
How will escalations work, in an event of an alarm?
In an event of an alarm, the following decision tree is followed:
Group or Global Escalation – if you have created & assigned a group to the monitoring point, then the contacts outlined in the group will be notified based on the escalation setting (see Global Escalation Setting for details)
Primary Contact is sent notification via Email & SMS – if no acknowledgement within 30 minutes (default setting) then
Secondary Contact is sent a notification via Email Only – if no acknowledgement within 30 minutes (default setting) then
Tertiary Contact is sent a notification via Email Only - if no acknowledgement within 30 minutes (default setting)
The above escalation cycle is repeated three (3) times.