This document explains how to configure an escalation group in OnPage, including group type selection, member assignment, escalation behavior, and failover settings, so alerts are routed reliably and in the correct order.
Step 1: Open Contact Management and Start Group Creation
Go to the Contact Management tab in the top menu.
Open the dropdown and select Create Group.
Step 2: Choose the Escalation Group Type
In the group configuration window that opens, choose the type of group you want to create. For this process, select Escalation Group.
An escalation group routes alerts or notifications to members in a predefined sequence, moving to the next member if the previous one does not respond. The alternative option, Regular Group, sends notifications and messages to all members simultaneously.
Step 3: Configure Escalation Behavior (Optional Round Robin)
With Escalation Group selected, you can optionally enable Round Robin if you want alerts to be assigned sequentially across the group members instead of always starting with the same person.
Step 4: Name the Escalation Group
Enter a clear, descriptive name for the group.
For this example, type Database Team as the group name.
Step 5: Add Members to the Group
Select the appropriate members to include in the Database Team escalation group.
Choose the users who belong to the database team.
Step 6: Set Paging Options – Escalation Interval and Factor
Under Paging Options, configure how escalation should behave for this group.
- Escalation Interval: Defines how long OnPage waits before escalating an alert to the next member in the sequence.
- Escalation Factor:
Determines which event (Delivered, Read, or Replied) must occur to stop the escalation process.
Step 7: Configure Failover OP ID and Fail Report Email
Next, configure the Failover OP ID.
This specifies the OnPage users or groups that should receive the alert if it fails to reach anyone in the original escalation group.
Failover OP ID ensures that critical alerts are not lost if all primary group members are unreachable.
You can also enter a Fail Report To Email Address. This is the email address that will receive a report containing message tracking details if an alert fails to reach anyone in the escalation group.
Step 8: Save the Escalation Group
Review all settings for accuracy, then click Save to create the escalation group.
