Call Escalation
Both user lines and team lines can be escalated to other user lines.
Escalation allows organizations to direct calls that would have been missed by a user or team to other users, increasing the chances of a successful call.
Escalated lines will start receiving the call if the call has not been answered within 15 seconds of the original line receiving the call.
![](../__attachments/41975838/Screen%20Shot%202022-10-11%20at%206.12.31%20PM.png?inst-v=7700c079-7d02-4b91-a18f-1281ec6ef20f)
How to Escalate User Lines
To escalate user lines, navigate to Organization Management > Set Up > Users.
Click on the Add Escalation icon under Actions and select lines to escalate to using their emails.
![](../__attachments/41975838/Org%20Man%20-%20Set%20Up%20-%20Users.png?inst-v=7700c079-7d02-4b91-a18f-1281ec6ef20f)
How to Escalate Team Lines
To escalate team lines, navigate to Organization Management > Set Up > Teams.
Click on the Add Escalation icon under Actions and select lines to escalate to using their emails.
![](../__attachments/41975838/Org%20Man%20-%20Set%20Up%20-%20Teams.png?inst-v=7700c079-7d02-4b91-a18f-1281ec6ef20f)