Learn About the Premium On-Call Add-On
With this feature, you'll have access to more on-call options, enhanced on-call reporting, and the ability to create back-up schedules if the first employees fail to acknowledge receipt of the notification.
In this article we'll discuss:
How to Activate the On-Call Add-On Feature
Configuring the On-Call Add-On Feature
Once the On-Call Add-on feature has been activated, you'll need to choose one of the three options, as outlined below.
Serial Recording
If this option is chosen, we’ll dial out all staff members included in your schedule consecutively, and play the recorded phone call. For example, if there are 3 staff members scheduled, our system would dial out to all 3 in order, which would be considered 1 Reach attempt whereas it would be considered 3 Reach attempts in a standard Recording reach. So, if 3 staff members are scheduled and the 3x + End Type is chosen, that would result in 27 total dial outs.
Serial Text to Speech
If this option is chosen, we’ll dial out all staff members included in your schedule consecutively, and our TTS system will relay the message. For example, if there are 3 staff members scheduled, our system would dial out to all 3 in order, which would be considered 1 Reach attempt vs. 3 Reach attempts in the standard TTS reach. So, if 3 staff members are scheduled and the 3x + End Type is chosen, that would result in 27 total dial outs.
Once selected, you can choose to send a Default message, which includes the caller's Name, Number and Regarding, All collected data or a Customized message. To customize the message, use the Variable picker drop down to view all applicable script variables. Once a variable has been selected from that list, the Copy merge field box will convert whichever variable you choose into the appropriate format, which you can then copy and paste into your message.
Phone to SMS
If this option is chosen, we’ll dial out and text the message to the staff member who completes the request.
Once selected, you can choose to send a Default message, which includes the caller's Name, Number and Regarding, All collected data or a Customized message. To customize the message, use the Variable picker drop down to view all applicable script variables. Once a variable has been selected from that list, the Copy merge field box will convert whichever variable you choose into the appropriate format, which you can then copy and paste into your message.
Removing the On-Call Add-On Feature
If you no longer want access to the On-Call Add-on, you can remove it right from your portal.
Additional Features Included with the On-Call Add-on Feature
With the On-Call Add-on feature, you also get access to the following:
Enhanced On-Call Reporting
This feature shows stats like longest response time, fastest response time, average time for numbers to acknowledge, likelihood a number will acknowledge, etc.
This feature allows you to initiate a second on-call rotation if the first fails. For example, if your initial Reach attempt is using the SMS option, you may want your backup attempt to use the Text to Speech option instead, or you may want a different set of staff members to be listed for back-up attempts.