Voicemail Alert Via Phone call with cascading schedule

Hello,

2 years ago I lost a customer as they needed a feature that allowed for the system to call out to a service tech afterhours to let them know there was a voicemail left. I brought it up to GoTo to possibly add this feature. A lot of times the call needs to be made to wake up the person on call. Voicemail to email isn't a good solution for these situations.

Well, now this month there are 2 additional customers that are requesting this feature. I am having to look elsewhere to quote that solution. Is this a feature that GoTo can add to their timeline.

Here are the specific functions it would be nice to be able to do:

Be about to choose the outbound number from the DIDs on the account that shows up when the voicemail notification and have a cascading schedule that can be customized as to how many minutes before each voicemail notification, and how many attempts are made before going to the second in line, 3rd in line etc.

A specific example of what a customer needs is as follows:

The system will make an outbound call to the first person in line that is on call. If the call is missed it will try every 15 minutes for 1 hour.

After that, the system will call the second persons cell phone in line that is the back up on call every 15 minutes for an hour.

After that the system will call the 3rd person in line every 15 minutes for an hour

And the last stop it rings on the 4th cell phone over and over again until the voicemail is checked or deleted.

Thank you,

Michael Adams

Administration & Configuration

Messaging Features

6 Comments

M_Adams
Contributor
2 days ago
SMS would be another great feature to include on the GoTo platform but my client doesn't think (And neither do I) a text message will wake a service tech up in the middle of the night.
KateG
GoTo Manager
2 days ago
M_Adams one more question, I hear you are looking for a call that would wake up an on-call person, would an SMS message work as well?
KateG
GoTo Manager
2 days ago
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KateG
GoTo Manager
2 days ago
M_Adams thanks for the clarification. I've shared this with the team.
M_Adams
Contributor
2 days ago
This is 100% for the system to call out with a notification that there is a voice mail.
This customer doesn't want her service people to pick up the actual call but wants the on call person to be notified to see if it is indeed a true emergency before they respond to it.
Right now we are looking at other solutions for the night time service mailbox since GoTo cant do this but would live if they can. Just from asking around it looks like Simplicity VOIP and Zultys have this feature as part of their admin portal.
Thank you,
Michael Adams
KateG
GoTo Manager
2 days ago

Hi M_Adams Thank you for the detailed explanation! I've shared this with the team who had a few suggestions/questions.

It sounds like this setup could potentially be achieved using Ring Steps, where the extension that misses the call could have a ring step to forward the call to the next person in line.

However, based on your example, if the goal is to have a notification only when a voicemail is left, rather than cascading calls? This may need a different approach. Could you clarify whether the priority is cascading calls or voicemail-specific notifications?