On-call Router Basic

Introduction

The On-call Router Basic app is a simple and effective solution for managing after-hours or emergency calls. This app allows your team to route incoming calls to the correct on-call staff member based on a predefined schedule. It ensures that urgent calls are handled promptly, improving customer satisfaction and internal efficiency.

Getting Started

Channel Requirements

• Phone The On-call Router Basic offers companies a service to their customers via phone that can set configuration schedules.

Installation Process

1

Setting up On-call Phonebook

In order for the router to work the system must know which agents there are to whom it can route the call. The on-call agents can be configured in the Content section.

• Go to Content in the left menu, then open the On-call Phonebook.

• Click on the Add button to add an agent to the phonebook.

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2

Setting up On-call Schedule

When the agents are configured we can configure the schedule. This will help the system to know when to route the call to which agent.

• Go to Content in the left menu, then open the On-call Schedule.

• Click Add to create a new entry in the schedule.

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Using the On-call Router Basic App

App Settings

To make sure you have a working On-call Router, you must have added users to the Phonebook. Users registered in the phonebook can call and set themselves as the current active on-call employee.

Roles

Any of the following roles can be assigned to manage the CMS, and thus the contents of the survey:

• Operator

• Content Manager

• Producer

App Workflow

By registering your agents in the phonebook, the app can do two things. It can route incoming phone calls towards the agent that is currently on-call. When an agent calls towards the same app, it allows them to set themselves as the current on-call agent.

When setting yourself as the on-call agent via the app, you will be on-call until the start of the next shift in the On-call Schedule.

When the agents are configured we can configure the schedule. This will help the system to know when to route the call to which agent. Go to Content in the left menu, then open the On-call Schedule. Click Add to create a new entry in the schedule.

The system always searches for the schedule that is closest to the current date time.

FAQ

Can I set up multiple on-call schedules for different teams?

Yes, you can create multiple schedules within the app settings to accommodate various departments or regions.

What happens if the on-call agent does not answer?

If the assigned agent is unavailable, the app will follow the fallback routing options set during configuration.

Can I receive notifications if an on-call transfer fails?

Yes, notifications can be enabled in the settings to alert supervisors or fallback contacts if a call is not successfully routed.

Languages

The app will determine the language of the user based on their phone number. The app falls back on the default language of the app in case the language cannot be determined (e.g. French or Dutch in Belgium).

Opening hours

The opening hours have no effect on the On-call Router Basic. The schedule is solely based on the On-call Schedule.

Resources

• Phone