If your team is using MAX On-Call but escalations are not reaching the right contacts—or not triggering at all—there may be an issue with your Call Tree setup. This guide walks through key areas to check in your Emergency Settings to make sure the Call Tree is configured correctly.
What is the Call Tree?
The Call Tree is the escalation path MAX uses to reach your on-call staff or vendors after a qualified emergency is reported. MAX will call each contact in the order listed until someone accepts the emergency.
Each contact in the Call Tree is:
Assigned a priority (1 = first contact, 2 = backup, etc.)
Given a role (staff or vendor)
Required to confirm whether they will accept or decline the emergency call
Note: The Call Tree is located in your Property Meld account under Account Settings > MAX On-Call > Emergency contacts.
{screenshot of Call Tree section, already provided}
Common Call Tree Issues and How to Fix Them
1. No Contacts Listed
Symptom: Emergencies are reported, but no one is being contacted.
Solution:
Go to Account Settings
Under Emergency contacts, confirm that at least one contact is listed
Click + Add another contact to add additional backup options if needed
2. Contact Priority Is Misconfigured
Symptom: Escalations are not following the correct order (e.g., the wrong person is being called first).
Solution:
Check the Priority column
The lowest number (1) is contacted first, then MAX moves to the next in line
Use the dropdown to reorder contacts as needed
3. Contact Phone Number Is Incorrect or Missing
Symptom: Calls fail or MAX can’t connect with the contact.
Solution:
Verify the Phone Number is correct
Ensure numbers include area code and are not missing any digits
Avoid landlines or answering services that may block automated calls
4. No One Accepts the Call
Symptom: MAX loops through the call tree but no one accepts.
Solution:
Make sure all contacts are trained on how to respond:
Press 1 to hear the emergency
Press 1 again to accept
Press 9 to decline
Press 7 to repeat
Let the team know the call will come from MAX and is time-sensitive.
5. Delayed or Blocked Calls
Symptom: MAX calls aren't ringing through or are going to voicemail.
Solution:
Check if the contact's phone blocks unknown or automated numbers
Disable voicemail screening, spam filters, or Do Not Disturb modes during after-hours
Encourage contacts to save the MAX On-Call number as a known contact
6. Escalation Stops After First Decline
Symptom: If the first person declines or doesn’t answer, MAX doesn’t continue calling others.
Solution:
Confirm multiple contacts are listed in the Call Tree
MAX requires at least two contacts to continue escalation after a decline
7. Changes Not Saved
Symptom: Updates to the Call Tree aren’t reflected during escalation.
Solution:
After editing contacts, scroll to the bottom of the page and click Save
Refresh the page to confirm that your changes were applied
Tips for Optimizing Your Call Tree
Always include at least two contacts
Test your setup by placing a real call during business hours using a dummy emergency ("My sink is leaking") and saying “emergency”
Update the call tree immediately when staffing or vendor changes
Use clear naming (e.g., “John Smith – Vendor Backup”) so it’s easy to audit at a glance
Still Not Working?
Double-check the following:
Are Business Hours configured correctly in Emergency Settings?
Are Emergency Categories enabled?
Is the resident saying “emergency” during the call?
Are escalations happening outside of your defined business hours?
If all of the above checks out and you're still not seeing escalations, reach out to the Property Meld Support team. We’re happy to help review your setup.