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What is a Call Tree?

 , updated on December 10, 2016
A call tree is a decision tree for escalation of notifications. It is used to handle events such as incidents or disasters by notifying contacts according to predefined rules.

Example

An operational level agreement for supporting a website outlines a call tree for incidents. The call tree identifies contacts to be notified based on criteria such as incident severity, impacted systems and time elapsed.
An incident occurs and service desk calls the on-call number for a web development team. The web developer says that a database is down and service desk uses the call tree to notify a database team. When three hours has elapsed without a fix, the call tree instructs service desk to escalate to management.
Overview: Call Tree
TypeIncident Management
Disaster Recovery
DefinitionA decision tree for escalation of notifications.
Related ConceptsDisaster Recovery
Incident Management
Service Management
Decision Automation
Decision Trees
Operational Level Agreement

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