How to set up an on-call line?

Choice of on-call number

Your on-call line should preferably be accessible either by a geographical number or by a national number starting with 09, avoiding choosing a mnemonic number to limit the risks of unwanted calls.
Planitel offers you a single number associated with a single schedule accessible via the Internet.

If you already have an on-call number, you just have to transfer this number permanently to the Planitel number so that the schedule manages the automatic transfer of all your on-call calls without any human intervention.
If you want Planitel to manage and transfer received SMS, you will have to choose a virtual 06 or 07 number associated to the schedule.

On-call reception via IVR

Planitel has been designed to meet all the needs of an on-call service and can be customised to your requirements.

If you have several on-call teams and need several schedules, it is also possible to create a voice greeting menu beforehand to suggest a choice and determine which schedule will be used to transfer the call to the corresponding on-call persons.

• An IVR asking for the type of machine to transfer to the specialised on-call service.
• An IVR asking for the postcode to transfer to the regional on-call team.
• An IVR asking for the contract number to identify permissions and direct to the maintenance team.

Quality of the on-call line

An on-call line does not receive a large number of calls, but these calls are often urgent and need to be very noticeable and routed as securely as possible.

It is therefore particularly important to isolate the single on-call number from high-traffic IP lines that not only risk saturation but also occasionally offer a very poor sound quality.

On the other hand, the service offer must be multi-operator in order to improve the slightest failure of an operator.

Planning of the single number

Scheduling a single number consists first of all in setting up an automatic call transfer to route the number according to a schedule.
To make your on-call line as easy and secure as possible, the telephone scheduling solution must offer you a number of criteria:

Telephone planning for an unlimited period

The first objective being to limit human intervention, which is a source of errors and omissions, the tool cannot be limited to the programming of a single week.

A telephone schedule that can be accessed at anytime and from anywhere

In the event of a mobile phone breakdown or unexpected absence, it is possible to change the schedule easily from anywhere, even from home.
The telephone schedule must therefore be accessible via the Internet with a login and password.

Easy to use telephone planning

Thanks to numerous functions of predefined on-call periods and copying possibilities, the planning must be able to be carried out easily and very quickly by a person with limited IT skills.
The planning must be able to be the more "End User" system as a thourough planning will only be reconstituted after several months.
The presentation of the planning with different colours allows for a simple visualisation.

Full phone call scenario

The on-call system should offer you:

• Avoid the personal answering machine of a scheduled on-call duty.
• Personalised and unlimited call escalation management even on mobile phones.
• Different call distribution modes with priority management.
• All possible call scenarios in case of no response, empty schedule etc...

Detailed statistics and comments

You need to have all the necessary elements concerning call statistics with the possibility of exporting the information:

• Date and time of the call.
• Persons on call who have been contacted.
• Person on call who responded.
• Conversation times.

Simple management of comments on each call will allow you to qualify the call.

Options for your on-call line

The product should be open and scalable to meet your needs:

Examples of requests subscribed by our clients:

• SMS on every call.
• SMS for each call not taken by the on-call team.
• SMS to notify the on-call person that their period is starting.
• Recording of conversations.
• Smartphone application that allows the on-call person to call back a customer by displaying the unique on-call number.
• ...