Getting Started and Setup > Company Setup > Company Setup - Escalation > Escalation - Template > Escalation - Working with Escalation Templates > Escalation Logic in OMNI Channel: Permutations of Triggers with Actions

When preparing OMNI orders, OMNI picks pre-configured Escalation Templates with logic.

There are 4 OMNI Order content types available:

•If the OMNI Order content type is Plain Text

•If the OMNI Order content type is Rich Text

•If the OMNI Order content type is Interactive Message

•If the OMNI Order content type is Voice

Click on the below topics to get an expanded view of the content

If the OMNI Order content type is Plain Text

If the scenario presented is when a user sends an OMNI order as a plain text, the following table describes the message type being sent by Escalation Order.

Escalation Action is configured to retry SMS Message Type

Escalation Action is configured to retry MMS Message Type

Escalation Action is configured to retry Email Message Type

Escalation Action is configured to retry AT&T GSM Message Type

Escalation Action is configured to retry Voice Message Type

If destination is SMS Number (Mobile)

YES

Always send SMS

If destination is Contacts and Groups: Always send SMS

If destination is Lists: Always send SMS

YES

Always send SMS

If destination is Contacts and Groups: Always send SMS

If destination is Lists: Always send SMS

YES

Send Email if email id exists;

if not send SMS

When destination is Contacts and Groups:

If email ID exists, then Email is sent

If destination was Lists: Always send SMS

YES

If AT&T GSM App is installed then AT&T GSM message is sent.

If AT&T GSM App is not installed then an SMS invitation is sent to AT&T GSM App.

If destination is Lists: Always send SMS

YES

Always send Voice

If destination is Contact/Groups/Lists:

Sends Voice message (text-to-speech)

If destination is MMS Number (Mobile)

YES

Always send SMS

If destination is Contacts and Groups: Always send SMS

If destination is Lists: Always send SMS

YES

Always send SMS

If destination is Contacts and Groups: Always send SMS

If destination is Lists: Always send SMS

YES

Send Email if email id exists;

if not send SMS

When destination is Contacts and Groups:

If email ID exists, then Email is sent

If destination is Lists: Always send SMS

YES

If AT&T GSM App is installed then AT&T GSM message is sent.

If AT&T GSM App is not installed then an SMS invitation is sent to AT&T GSM App.

If destination is Lists: Always send SMS

YES

Always send Voice

If destination is Contact/Groups/Lists:

Sends Voice message (text-to-speech)

If destination is email id (Email)

YES

Send SMS if mobile number exists; if not send Email

When destination is Contacts and Groups:

If Mobile number exists for the contact then send SMS

If destination is List:

As there is no alternate address other than Email id, send Email

YES

Send SMS if mobile number exists; if not send Email

When destination is Contacts and Groups:

If Mobile number exists for the contact then send SMS

If destination is List:

As there is no alternate address other than Email id, send Email

YES

Always send Email

If destination is Contact/Groups/Lists:

Always re-sends Email

YES

If AT&T GSM App is installed then AT&T GSM message is sent.

If AT&T GSM App is not installed then an SMS invitation is sent to AT&T GSM App.

If destination is Lists: Always send Email

YES

Send Voice Message if mobile number exists; if not send an Email

When destination is Contacts/Groups:

If Mobile number exists then send Voice message (text-to-speech)

If destination is Lists: Always send Email

If destination is Voice Number (Mobile Number)

YES

Always send SMS

If destination is Contacts and Groups: Always send SMS

If destination is Lists: Always send SMS

YES

Always send SMS

If destination is Contacts and Groups: Always send SMS

If destination is Lists: Always send SMS

YES

Send email if email id exists; if not sens SMS

When destination is Contacts and Groups:

If email ID exists, then Email is sent

If destination is List: Always send SMS

YES

If AT&T GSM App is installed then AT&T GSM message is sent.

If AT&T GSM App is not installed then an SMS invitation is sent to AT&T GSM App.

If destination is Lists: Always send SMS

YES

Always send Voice

If destination is Contact/Groups/Lists:

Send Voice message (text-to-speech)

If destination is Voice Number (Landline Number)

YES

Send SMS if mobile number exists; If not send Voice Message

When destination is Contact or Groups:

If Mobile number exists then send SMS to mobile

If destination is List: Always send Voice Message

YES

Send SMS if mobile number exists; If not send Voice Message

When destination is Contact or Groups:

If Mobile number exists then send SMS to mobile

If destination is List: Always send Voice Message

YES

Send Email if email id exists; or SMS if mobile number exists; if not send Voice

YES

If AT&T GSM App is installed then AT&T GSM message is sent.

If AT&T GSM App is not installed then an SMS invitation is sent to AT&T GSM App.

If destination is Lists: Always send Voice

YES

Send SMS if mobile number exists; if not send Voice Message

When destination is Contacts/Groups:

If Mobile number exists then send SMS to mobile number.

If destination is List:

Always send Voice message (text-to-speech)

If destination is AT&T GSM Number (Mobile Number)

YES

Always send SMS

If destination is Contacts and Groups: Always send SMS

If destination is Lists: Always send SMS

YES

Always send SMS

If destination is Contacts and Groups: Always send SMS

If destination is Lists: Always send SMS

YES

Send Email if email id exists; if not send SMS

When destination is Contacts and Groups:

If email ID exists, send Email

If destination is Lists: Always send SMS

YES

If AT&T GSM App is installed then AT&T GSM message is sent.

If AT&T GSM App is not installed then an SMS invitation is sent to AT&T GSM App.

If destination is Lists: Always send SMS

YES

Always send Voice message to mobile number

If destination is Contact/Groups/Lists:

Sends Voice message (text-to-speech)

If the OMNI Order content type is Rich Text

If the scenario presented is when a user sends an OMNI order as a Rich text, the following logic path is used to define Escalation sequence.

Escalation Action is configured to retry SMS Message Type

Escalation Action is configured to retry MMS Message Type

Escalation Action is configured to retry Email Message Type

Escalation Action is configured to retry AT&T GSM Message Type

Escalation Action is configured to retry Voice Message Type

If destination is SMS Number (Mobile)

Send an SMS with hyperlink if no attachments available;

Message is discarded if it contains an attachment.

YES

Send MMS message

Send an SMS with hyperlink if no attachments available; else send MMS message

Send AT&T GSM if message has attachments;

Message is discarded if it contains an attachment.

Send an SMS with hyperlink if no attachments available; else send MMS message

If destination is MMS Number (Mobile)

Send an SMS with hyperlink if no attachments available;

Message is discarded if it contains an attachment.

YES

Send MMS message

Send an SMS with hyperlink if no attachments available; else send MMS message

Send AT&T GSM if message has attachments;

Message is discarded if it contains an attachment.

Send an SMS with hyperlink if no attachments available; else send MMS message

If destination is email id (Email)

YES

If Mobile Number exists then follow the case of column “If destination is SMS Number (Mobile)”

If destination is Lists: always send Email

YES

If Mobile Number exists then follow the case of column “If destination is SMS Number (Mobile)”

If destination is Lists: always send Email

YES

Email is sent

YES

If Mobile Number exists then follow the case of column “If destination is SMS Number (Mobile)”

If destination is Lists: always send Email

YES

If Mobile Number exists then follow the case of column “If destination is SMS Number (Mobile)”

If destination is Lists: always send Email

If destination is Voice Number (Mobile Number)

Send an SMS with hyperlink if no attachments available;

Message is discarded if it contains an attachment.

YES

Send MMS message

Send an SMS with hyperlink if no attachments available; else send MMS message

Send AT&T GSM if message has attachments;

If destination is Lists: always send Email

Send an SMS with hyperlink if no attachments available; else send MMS message

If destination is Voice Number (Land-line Number)

If Mobile Number exists then follow the case of column “If destination is SMS Number (Mobile)”

If destination is Lists: Message is always discarded

If Mobile Number exists then follow the case of column “If destination is SMS Number (Mobile)”

If destination is Lists: Message is always discarded

If Mobile Number exists then follow the case of column “If destination is SMS Number (Mobile)”

If destination is Lists: Message is always discarded

If Mobile number exists then follow the case of column “If destination is SMS number (Mobile)”

If destination is Lists: Message is always discarded

If Mobile Number exists then follow the case of column “If destination is SMS Number (Mobile)”

If destination is List: Message is always discarded.

If destination is AT&T GSM Number (Mobile Number)

Send an SMS with hyperlink if no attachments available;

Message is discarded if it contains an attachment.

YES

Send MMS message

Send an SMS with hyperlink if no attachments available; else send MMS message

Send AT&T GSM if has attachments;

Message is discarded if no attachment present.

Send an SMS with hyperlink if no attachments available; else send MMS message

If the OMNI Order content type is Interactive Message

If the scenario presented is when a user sends an OMNI order as a Interactive Message, the following logic path is used to define Escalation sequence.

Escalation Action is configured to retry SMS Message Type

Escalation Action is configured to retry MMS Message Type

Escalation Action is configured to retry Email Message Type

Escalation Action is configured to retry AT&T GSM Message Type

Escalation Action is configured to retry Voice Message Type

If destination is SMS Number (Mobile)

YES

If destination is Contacts and Groups: Always send AT&T GSM message

If destination is lists: Always send Gamma message

YES

If destination is Contacts and Groups: Always send AT&T GSM message

If destination is lists: Always send AT&T GSM message

YES

If destination is Contacts and Groups: Always send AT&T GSM message

If destination is lists: Always send AT&T GSM message

YES

If destination is Contacts and Groups: Always send AT&T GSM message

If destination is lists: Always send AT&T GSM message

YES

If destination is Contacts: Always send AT&T GSM message

If destination is lists: Always send AT&T GSM message

If destination is MMS Number (Mobile)

YES

If destination is Contacts and Groups: Always send AT&T GSM message

If destination is lists: Always send AT&T GSM message

YES

If destination is Contacts and Groups: Always send AT&T GSM message

If destination is lists: Always send AT&T GSM message

YES

If destination is Contacts and Groups: Always send AT&T GSM message

If destination is lists: Always send AT&T GSM message

YES

If destination is Contacts and Groups: Always send AT&T GSM message

If destination is lists: Always send AT&T GSM message

YES

If destination is Contacts and Groups: Always send AT&T GSM message

If destination is lists: Always send AT&T GSM message

If destination is email id (Email)

When destination is Contact and Groups:

If Mobile Number exists for the contact then send AT&T GSM message to mobile

When destination is Contact and Groups:

If Mobile Number exists for the contact then send AT&T GSM message to mobile

When destination is Contact and Groups:

If Mobile Number exists for the contact then send AT&T GSM message to mobile

When destination is Contact and Groups:

If Mobile Number exists for the contact then send AT&T GSM message to mobile

When destination is Contact and Groups:

If Mobile Number exists for the contact then send AT&T GSM message to mobile

If destination is Voice Number (Mobile Number)

YES

If destination is Contacts and Groups: Always send AT&T GSM message

If destination is Lists: Always send AT&T GSM message

YES

If destination is Contacts and Groups: Always send AT&T GSM message

If destination is Lists: Always send AT&T GSM message

YES

If destination is Contacts and Groups: Always send AT&T GSM message

If destination is Lists: Always send AT&T GSM message

YES

If destination is Contacts and Groups: Always send AT&T GSM message

If destination is Lists: Always send AT&T GSM message

YES

If destination is Contacts and Groups: Always send AT&T GSM message

If destination is Lists: Always send AT&T GSM message

If destination is Voice Number (Land-line Number)

When destination is Contact and Groups:

if Mobile Number exists for the contact then send AT&T GSM message to mobile

When destination is Contact and Groups:

if Mobile Number exists for the contact then send AT&T GSM message to mobile

When destination is Contact and Groups:

if Mobile Number exists for the contact then send AT&T GSM message to mobile

When destination is Contact and Groups:

if Mobile Number exists for the contact then send AT&T GSM message to mobile

When destination is Contact and Groups:

if Mobile Number exists for the contact then send AT&T GSM message to mobile

If destination is AT&T GSM Number (Mobile Number)

YES

If destination is Contacts and Groups: Always send AT&T GSM message

If destination is Lists: Always send AT&T GSM message

YES

If destination is Contacts and Groups: Always send AT&T GSM message

If destination is Lists: Always send AT&T GSM message

YES

If destination is Contacts and Groups: Always send AT&T GSM message

If destination is Lists: Always send AT&T GSM message

YES

If destination is Contacts and Groups: Always send AT&T GSM message

If destination is Lists: Always send AT&T GSM message

YES

If destination is Contacts and Groups: Always send AT&T GSM message

If destination is Lists: Always send AT&T GSM message

If the OMNI Order content type is Voice

If the scenario presented is when a user sends an OMNI order as a Voice Message, the following logic path is used to define Escalation sequence.

	Escalation Action is configured to retry SMS Message Type	Escalation Action is configured to retry MMS Message Type	Escalation Action is configured to retry Email Message Type	Escalation Action is configured to retry AT&T GSM Message Type	Escalation Action is configured to retry Voice Message Type
If destination is SMS Number (Mobile)	YES If destination is Contacts and Groups: Always send Voice message If destination is Lists: Always send Voice message	YES If destination is Contacts and Groups: Always send Voice message If destination is Lists: Always send Voice message	NO	NO	YES If destination is Contacts and Groups: Always send Voice message If destination is Lists: Always send Voice message
If destination is MMS Number (Mobile)	YES If destination is Contacts and Groups: Always send Voice message If destination is Lists: Always send Voice message	YES If destination is Contacts and Groups: Always send Voice message If destination is Lists: Always send Voice message	NO	NO	YES If destination is Contacts and Groups: Always send Voice message If destination is Lists: Always send Voice message
If destination is email id (Email)	NO When destination is Contact and Groups: if Mobile Number exists for the contact then send Voice message to the mobile	NO When destination is Contact and Groups: if Mobile Number exists for the contact then send Voice message to the mobile	NO	NO	NO When destination is Contact and Groups: if Mobile Number exists for the contact then send Voice message to the mobile
If destination is Voice Number (Mobile Number)	YES When destination is Contacts and Groups: Always send Voice message If destination is Lists: Always send Voice message	YES If destination is Contacts and Groups: Always send Voice message If destination is Lists: Always send Voice message	NO	NO	YES If destination is Contacts and Groups: Always send Voice message If destination is Lists: Always send Voice message
If destination is Voice Number (Landline Number)	YES When destination is Contact and Groups: If Mobile Number exists for the contact then send Voice message to mobile number If destination is Lists: Always send voice message	YES When destination is Contact and Groups: If Mobile Number exists for the contact then send Voice message to mobile number If destination is Lists: Always send voice message	NO	NO	YES When destination is Contact and Groups: If Mobile Number exists for the contact then send Voice message to mobile number If destination is Lists: Always send voice message
If destination is AT&T GSM Number (Mobile Number)	YES When destination is Contact and Groups: Always send Voice message If destination is Lists: Always send voice message	YES When destination is Contact and Groups: Always send Voice message If destination is Lists: Always send voice message	NO	NO	YES When destination is Contact and Groups: Always send Voice message If destination is Lists: Always send voice message

Note:

1.Even if an email address is chosen as a recipient contact in the OMNI Destination tab, and the Escalation Action wants to retry SMS/MMS/AT&T GSM/Voice message type, then the system will use the contact's mobile number(if available)to send SMS/MMS/AT&T GSM/Voice. Similar, if a mobile/landline is chosen for a contact, and the Escalation Action wants to retry Email message type, then the system will use the contact's email address (if available) to send Email.

2.If a Group is chosen in the recipient's field, then the system will use the individual Contact's Preferred Delivery Method (if available and if applicable) to deliver the message. If the Contact's preferred delivery method is not applicable to deliver the message then it picks the alternate address.