ENS uses a multi-level escalation workflow to maximise the chances of reaching recipients. Each escalation level is triggered only if the previous level does not receive a confirmation.
The default escalation plan consists of three notification levels:
The alert is delivered immediately as a push notification within the PhoneHQ application. Users can review the message and confirm receipt directly from the notification.
If the alert is not acknowledged within the configured timeframe, ENS automatically escalates to an ASSIST call. This is an in-app voice call delivered through PhoneHQ, ensuring that users receive an audible notification even if they missed the original push message.
If no confirmation is received after the internal ASSIST call, ENS initiates an outbound phone call to the recipient. During the call, users can confirm receipt using the configured DTMF key on their phone keypad.
If the alert remains unconfirmed after the final escalation level, it expires and is recorded as a failed notification.
Creating a new alert is a simple four-step process.
Choose the alert category that best matches the situation:
Fraud
Task
Policy
Custom
Each alert type includes a predefined escalation schedule that can be adjusted later if required.
Provide the information recipients will receive:
Alert name
Alert message
Voice prompt text
The voice prompt is automatically converted into speech using text-to-speech technology and is played during voice call escalations.
You can also select:
Notification language
Voice profile
Target groups that should receive the alert
Review and modify the escalation timing if necessary. Delays between levels are cumulative, meaning each level starts after the previous one has completed its configured waiting period.
Once the configuration has been reviewed, activate the alert. ENS will immediately begin notifying the selected recipients and monitoring confirmation responses.
Administrators can configure global system settings that apply to all emergency notifications.
Defines how many active emergency alerts a single user can receive simultaneously.
Specifies how long completed alert records are stored before they are archived.
Determines how long the final escalation level remains active before the alert automatically expires.
ENS supports multiple confirmation mechanisms, including:
SMS confirmation keywords (if SMS integrations are enabled)
DTMF keypad confirmation during phone calls
For voice confirmations, users press the configured keypad digit to acknowledge receipt of the alert.
Administrators can select the phone number used for outbound emergency voice calls.
When enabled, all manual administrative confirmations and overrides are logged for auditing and compliance purposes.
ENS also supports the management of user emergency contacts. Administrators can define external phone numbers and configure which contacts are eligible to receive emergency notifications.
This functionality ensures that critical alerts can reach the appropriate individuals even when primary communication channels are unavailable.
