On-call Router Basic
Last updated
Last updated
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.
Phone The On-Call Router Basic offers companies a service to their customers via phone that can set configuration schedules.
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.
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.
Any of the following roles can be assigned to manage the CMS, and thus the contents of the survey:
Operator
Content Manager
Producer
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.
