We have the ability to assign an ‘Escalation Policy’ to either a user or on-call group. The escalation policy says something like:
“If Matt does not read the message within 10 minutes, send it to Ben”
Escalation policies can be tied to a user for every message they receive, and this can be done in the user profile. Alternately, and more commonly, these escalation policies are tied to an on-call schedule.
Escalation policies can alert to either another user or another group.
The setup does involve a more intricate knowledge of your on-call schedules and these would require implementation into the SmartPager Scheduler.