On-Call Calendar and Protocols

On-Call Calendar and Protocols

On-Call Schedule and Protocols

An On-Call Schedule can be created within the Calendars tab to allows entities to assign On-Call Schedules for specified officers. This solution allows any officers assigned to an On-Call schedule to receive notification before the assigned users in the event that an alarm is triggered during the scheduled on-call time. Protocols must be set up and in place in order for On-Call recipients to receive notifications.
Notes
Be sure that the "Enable On-Call Scheduling" setting is selected to "Yes". This can be found in the Entity's "Settings" > "Service Settings" > "Hardware" > "Enable On-Call Scheduling".

Setting up On-Call Protocols

Adding On-Call Protocols to already existing protocols can be done by following the instructions below:
  1. Navigate to the Entity page and select the "Protocol Groups" tab.
    1. Select the Protocol Group you wish to add On-Call steps to.
    2. A list of all associated alarms will be listed on the left, and by selecting an alarm, the Alarm Steps and Clear Steps will list on the right of the page. 
      1. In the list of Alarm Steps, select "+Step" to create an On-call Protocol step.
      2. Select "Place Call with Delivery Confirmation" and choose "On-Call Recipient" as recipient type.
      3. Select "On-Call Level". You will need to select "Level 1" for the first recipient, "Level 2" for the second and so on. These alarm steps will need to be created individually in ascending order for each level of On-Call recipient.
      4. A maximum of 5 levels can be assigned.
      5. Select "Save"
    3. Once the On-Call steps have been created, they can be reordered by selecting the "Reorder Steps" button and selecting the up and down arrows.
    4. On-Call steps should be listed to occur after direct enrollee notifications (i.e. "Send Push Notification", "Send Message to Device") and before steps to notify the assigned user.
    5. If no On-Call schedule is active during an Alarm Event, these steps are skipped, and protocols proceed in order.
    6. Once all steps are ordered to preference select "Save".
  2. This process will need to be done for all alarms within the protocol group.
Notes
If multiple On-Call recipients are associated to a schedule, the calls will be placed in ascending order of the recipient levels. If the first recipient does not answer the automated call, the call will then be placed to the second recipient. If the second recipient does not answer, the call will be placed to the third recipient and so on. 

Creating an On-Call Schedule

To create an On-Call Schedule follow the instructions below:
  1. Navigate to the Calendar tab in the Navigational Menu.
    1. Select the "On-Call" tab to the top left of the calendar.
    2. You can create an On-Call schedule by selecting the "+Create" button, or by clicking on any day within the calendar.
    3. A window labeled "New On-Call Schedule" will pop up and the following fields will need to be filled:
      1. Window Start Date/Time- Time/Date the On-Call schedule begins
      2. Window End Date/Time- Time/Date the On-Call schedule ends
      3. Recurrence - The frequency in which the schedule will occur (Never, Daily, Weekly (choose specified days), and Weekdays (M-F)
      4. Description - Add in an optional description for the created schedule
      5. Entity - Select the Entity in which you want the on-call schedule to be created for.
      6. +Notification Recipient - Choose the "Level" and "Recipient Type"
        1. User - Choose user from list of users within the selected entity
        2. Contact - Choose contact from list of contacts within the selected entity
        3. Custom - Allows you to enter in a custom phone number
        4. Select "Save" 
      7. You will see Notification Recipients listed in order of level assigned and the user type will be listed as well. These will populate as they are added. 
      8. Once all recipients have been added to the On-Call schedule, select "Save".

Drag-and-Drop Scheduling

Users can intuitively create appointments by drag-and-drop, allowing the user to visualize the time frame on the calendar while creating appointments.

  1. Open the calendar by either day or week view
  2. Choose a start time – Click on the time slot where you want the event to begin.
  3. Drag to select the end time – Hold your mouse button and drag down to cover the time range.
    1. If the end time crosses over into the following day, simply slide the mouse over to the next day’s column and keep dragging until the desired end time.
  4. Release the mouse – The time block is now scheduled. 
  5. You will now input all required appointment information and select "Save".

Viewing the On-Call Calendar

  1. The On-Call Calendar can be viewed by selecting the Calendar tab within the Navigational Menu and selecting the "On-Call" tab.
  2. Both Users and TenantAdmins can select a schedule within the calendar to view and edit schedule options. 
  3. The On-Call Calendar can be viewed by day, week or month views. 
When viewing the event details of an alarm event, the on-call protocol steps will be listed in the details. To learn more about the Event Details when viewing alarms, refer to the article here.

Notes
"Call with Delivery Confirmation" will read through the notification message twice. If the call is not acknowledged after 2 attempts, the call will automatically end.  By saying "acknowledge" or pressing any key, the call will be marked as acknowledged and hang up.

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