What problem would you like to solve? Please describe:
Currently, GoAlert supports alert escalation via web app only and IVR/SMS doesn't have the same options for the users to escalate the issues immediately.

Describe the solution you'd like:
Users need to have escalate alerts like ack and close alert actions in the IVR and SMS(text). 4 is used to ACK and 6 is used to Close the alert. Probably, 5 can be used to escalate the alert to the next level. For SMS(Text), 1a - ack, 1c-close and 1e-escalate alert.