Enabling Escalations
You enable call escalations by setting Use Escalation to Yes in Call Management Control (11.1.24).
Important: You must also run the Call Escalation Monitor for escalations to have an effect.
Before you can define other settings that affect escalations in Escalation Control, set Use Escalations to Yes. If this field is No when you access Escalation Control, the system displays a prompt that indicates that call escalation is not active, and asks if you want to enable escalations.
If you answer Yes, the system sets Use Escalation to Yes in Call Management Control, and you can modify Escalation Control. If you answer No, you cannot modify escalation fields.