We have an escalation policy set to “Escalates after 10 minutes.” However, the escalation occurs immediately if the first called responder is not available. Is there a way to get Live Call Routing to respect the “Escalates after 10 minutes” setting?
The 10 minutes is typical for “activities of daily living” such as bathing, brushing teeth, grooming, etc.
thanks,
Peter
A couple of findings.
First, PageDuty logging appears coarse with respect to time. Uses whole minutes instead of seconds. Makes it hard to follow a chronology.
Second, PagerDuty does not appear to log each telephone call it makes. This complicates the setup and diagnostic process.
Hey Peter,
When dealing with Live Call Routing, all escalations are immediate since there is presumably a person on the other end of the line. Having it wait the defined escalation time would mean the person would have to wait for 10 minutes before the call is connected to someone else.
Please let us know if you have any other questions!
-Ryan