On-call number: simplify the management of your on-call calls
Secure your on-call number
- 24/7 security
- Monthly or annual planning
- Real-time adjustment
- Detailed statistics
- No installation
- Simplicity of the interface
- User-friendly planning
- Automatic penalty processing
- Scenario on no response or occupation
- Cascade calls
- Call load distribution
- SMS or messenger alerts
How to redirect your on-call number
Start by registering the people or departments in your company who are authorized to answer on-call calls.
They will appear on the right-hand side of your screen, each identified by a distinct color.
Simply drag and drop on-call numbers into the schedule, automatically redirecting calls from the on-call line to the appropriate person or service.
To guarantee the security of your on-call number, you can also schedule one or more overflow calls.
With a minimum investment of work, your company's telephone schedule will be kept up to date over several weeks.
Single on-call number
To set up an on-call number, we can create a new number for you, or you can use a company number already known to your customers.
All you have to do is transfer it permanently to the Planitel number.
When it comes to choosing an on-call number, we recommend setting up a toll-free number that can be reached from anywhere, either geographically (01.xx, 02.xx,...) or nationally (09.xx).
These numbers are accessible from any company, and if your customers are abroad, they'll find it even easier to contact the on-call line and be automatically connected with a hotline operator.
On-call line planning
The Planitel telephone on-call schedule associated with your on-call number is accessible via the Internet with a login and password.
As such, it can be accessed 24 hours a day by any employee, who can make on-call changes in real time, even when working from home.
In the event of unforeseen circumstances, such as a lost or broken cell phone, or an employee on sick leave, all you have to do is log on to the secure interface. You can change the destination of your on-call number in real time, without even having to leave your office.
Secure your on-call number
The Planitel schedule offers much more than just a reduction in the risk of on-call errors and omissions. In fact, it provides you with a variety of alert tools:
Inbound call alerts: each time a customer phone call is received, Planitel can automatically send a message by e-mail or SMS, both to the people on call and to the service supervisors.
In the event of a telephone call not answered by the person on duty or the on-call team, an alert can be triggered, enabling the caller to be contacted urgently if necessary.
What's more, you can set up on-call alerts to let members of your company know that their on-call time is about to begin.
An on-call number with no lost calls
Planitel offers a variety of scenario setups to manage no-response situations, including multi-level escalation scenarios, as well as the ability to automatically send messages by e-mail or SMS.
All stages of the customer's telephone call are meticulously documented in detailed statistics. This provides the supervisor with the data needed to analyze calls and find solutions to further strengthen on-call management.
Advantages of a centralized on-call number
A centralized on-call number offers many advantages for an organization wishing to improve the management of its helpdesk. Having a single number for all on-call needs ensures better coordination, while simplifying call management.
24/7 accessibility and emergency management
With Planitel, your on-call number remains accessible 24 hours a day, 7 days a week, wherever your employees or customers are. In an emergency, calls are automatically routed to the right person or team, without interruption. This ensures that critical problems are dealt with as quickly as possible.
Planitel also implements security measures such as automatic call redirection and back-up scenarios to prevent the loss of essential calls.
Reduce human error
Manual scheduling of an on-call number is often a source of errors. Planitel eliminates these risks by automating the management of emergency calls. The intuitive interface enables teams to update on-call information in real time, ensuring that the right people are available when needed. What's more, thanks to the automatic transfer function, calls are redirected to a substitute person if the first person on call is unavailable.
On-call number security: advanced functionalities
Data protection and access management
Data security is paramount when managing an on-call number. Planitel offers advanced access management solutions to ensure that only authorized persons can modify on-call parameters or access confidential information. Each user is given unique identifiers, and logs enable all modifications to the telephone schedule to be tracked.
Call confidentiality
Another important aspect is the confidentiality of on-call calls. With Planitel, all call-related data is handled securely and in compliance with RGPD standards. Call information is encrypted and stored securely, ensuring that sensitive communications remain protected.
Optimizing human resources management
Planitel does more than simply manage on-call numbers. The tool offers features that help optimize the use of human resources. For example, detailed call statistics can be used to analyze workload distribution and improve the efficiency of on-call teams.
Efficient scheduling of on-call teams
With Planitel, on-call teams can be scheduled on a weekly, monthly or annual basis, according to your company's needs. This flexibility ensures that every employee knows exactly when he or she is on call, and minimizes overlaps or scheduling errors.
The start and end of shift alert tools also enable each team member to be notified when his or her on-call period begins or ends. This automation reduces the number of oversights, and ensures that on-call managers are always informed in real time.
Feedback and customer satisfaction
The quality of on-call number management has a direct impact on customer satisfaction. In fact, a poorly organized on-call service can quickly lead to a loss of confidence, and even missed sales opportunities.
Call management scenarios
To avoid this kind of situation, Planitel lets you configure call management scenarios to suit different types of incident. For example, in the event of no answer, calls can be redirected to another on-call number, or to a back-up customer service department.
These scenarios are particularly useful for companies handling a large number of calls, or who need to ensure that each call is handled promptly, even outside office hours. Planitel also offers the option of recording and analyzing these scenarios to identify areas for improvement.
On-call team performance monitoring
The statistics provided by Planitel enable on-call team performance to be monitored in real time. Supervisors can obtain detailed reports on the number of calls handled, the average response time, and the rate of missed calls. This information can be used to optimize resource allocation and improve service quality.
Integration with other information systems
One of Planitel's strengths is its ability to integrate with other information systems (IS) used by your company. This makes it possible to centralize on-call number management with other planning or resource management tools.
API and CRM compatibility
Thanks to its API, Planitel can be integrated with Customer Relationship Management (CRM) systems or Human Resources Management (HRM) tools. This makes it possible to centralize schedule management and ensure that all the information required for on-call management is synchronized in real time.
Automated notifications
Planitel also offers automatic notification functions, by e-mail or SMS, when certain conditions are met. For example, supervisors can receive a notification when statistics reveal a high rate of missed calls, or when an important change is made to the on-call schedule.
Planitel offers a complete, secure solution for managing on-call numbers. Thanks to its intuitive interface, automation tools and advanced resource management features, companies can optimize the handling of their emergency calls and guarantee quality service to their customers. The integration of features such as real-time statistics and call management scenarios ensures optimum efficiency in all situations, while reducing the risk of errors and call losses.