Escalating a Fax is typically necessary when an issue requires a higher level of attention for various reasons. When a fax is escalated, it moves to the top of the list in the Fax Queue for greater visibility.

This User Guide walks through Escalating a Fax and De-escalating a Fax.

* Access to Utilization Management * Permission to access and manage Fax

When the information is unclear, incomplete, requires a higher authority, or needs to be addressed more quickly than the current process allows.

Make sure you have followed your organizations policies and procedures when it comes to escalation of a fax.

Click on the Faxes tab.

Click on the **Faxes** tab.

Click on the **Exclamation Point** icon for the fax being escalated.

An Escalate Fax pop-up box displays, allowing you to add escalation details:* Requester Name * Email * Phone * Phone Extension * Escalate Reason

Click **Escalate**.

After the fax is escalated, it moves to the top of the Unprocessed Fax Queue, and it is indicated by a fuchsia escalation icon.

Click on the **Faxes** tab.

Click on the **Exclamation Point** icon .png>) for the fax being de-escalated.

An Escalate Fax pop-up box displays, allowing you to see the original escalation details.

Click **De-escalate Fax**. The De-escalate Fax box displays.

Select a **De-escalation Reason**, and then click **De-escalate**.

After the fax is de-escalated, it displays in the Unprocessed Fax Queue, and the escalation icon is no longer fuchsia. Faxes in the queue display in chronological order.

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