Use this dialog box to enter or modify an escalation rule for a particular logical unit. Escalation rules must be selected from pre-defined template rules. These escalation rules can be used to send notifications to call center personnel.
For example, table below shows valid values for the parameter Event.
Parameter | Logical Unit | Values |
Event | ||
CcCase CcCaseTask |
Accept Dispatch Cancel Close ReOpen Complete Reject Steal (same as Take Ownership) |
|
CcCaseSolution | Accept Dispatch Cancel Close ReOpen Complete Reject Steal (same as Take Ownership) Approve Decline |