On-call planning: how to manage your telephone on-call schedule?
Entering on-call time
The first step is to list and register on the Planitel interface all the people involved in handling the on-call number.
The essential information to provide is the name and telephone number of each person (usually their cell phone).
It is possible to add several contact numbers for the same person, which will be called if the first number is not answered.
You can also indicate a service, such as company reception during office hours.
All on-call staff will appear in different colors.
On-call telephone schedule entry
Once you've entered the names of the people who are likely to respond, the schedule is extremely easy to fill in.
Simply select a person or department, then drag and drop them into the schedule.
Numerous functions facilitate this step, such as the definition of predefined on-call periods and copy options.
You can assign several people to the same time slot to meet all call escalation needs.
On-call scenario
In the event of a non-response from an on-call person or team, there are several possible scenarios:
- Automatic call transfer to one or more supervisors.
- Activate telephone messaging with or without answering machine.
If the caller leaves a message, it is automatically sent by e-mail with an attachment.
An SMS containing the link to the message can also be sent to you.
Alert functions are also available to warn you if a call is not answered by the on-call team.
On-call number automation
Once the schedule has been drawn up, Planitel automatically transfers your on-call calls according to the defined dates and times.
No more manual handling to transfer calls or phones passed from hand to hand.
And you'll always have the option of modifying the schedule in real time, thanks to Internet access.
Receiving on-call calls
The single on-call number is automatically redirected to the on-call persons in the schedule.
Each person on call has a corresponding call process.
This may involve a simple transfer to a mobile or to a call center in France or abroad. It can also include a whole series of cascading calls, in a specific order in the event of busy or no answer.
Telephone schedule consultation
The person in charge of the on-call service can instantly see whether the duty is being carried out 24 hours a day.
He or she may be notified by e-mail if there is a period of time when he or she is not on call.
It can modify a call redirection from anywhere in real time in the event of an unforeseen event.
Access to detailed statistics with the possibility to leave a comment will help to improve the quality of the on-call service in order to remain fully available 24 hours a day.
The importance of a good on-call scheduling system
In many companies, effective on-call management is crucial to ensuring service continuity and customer satisfaction. This is particularly true in sectors such as IT, healthcare, utilities and maintenance, where one missed call can have far-reaching consequences.
Planitel, with its intuitive interface, enables companies to ensure that every call is handled quickly and efficiently, without complex manual intervention. The system ensures an immediate and appropriate response to emergencies, reinforcing the company's reliability in the eyes of its customers.
Sectors covered by the on-call planning model
On-call scheduling is not limited to large companies or technical sectors. Here are a few examples of sectors where a well-managed on-call schedule is crucial:
- Health: Hospitals and clinics need an on-call system to ensure the availability of doctors, nurses and technicians in the event of an emergency, even outside normal working hours.
- IT and telecommunications: Companies in this field need to be ready to respond to server breakdowns, network problems or service interruptions. An efficient on-call schedule ensures that a technical team is always available.
- Utilities: Public infrastructure maintenance teams, such as water, electricity and gas utilities, depend on a good on-call schedule to respond quickly to incidents.
- Security services: Security and surveillance companies, as well as emergency response services, use on-call systems to ensure that there is always a team available to respond to alarms.
By optimizing on-call number management with Planitel, these sectors can not only guarantee an immediate response, but also monitor and analyze the performance of their on-call service to make continuous improvements.
Priority management and call escalation
Another key feature of the Planitel system is priority management and call escalation. Certain situations require the call to be quickly redirected to a supervisor or specialized team when the first support line is unable to respond.
The system allows different escalation scenarios to be configured, depending on the nature of the call and the people available. For example, in the event of a critical breakdown in an IT company, if the first technician on duty does not answer, the call can be automatically transferred to the supervisor or a higher level of management, ensuring that the problem is dealt with as quickly as possible.
Improved responsiveness thanks to statistics
Planitel doesn't just manage on-call calls in real time. It also provides detailed statistics on calls received, response times, and any missed calls. This data enables companies to analyze their efficiency and identify areas for improvement.
With access to these statistics, managers can assess the performance of each on-call team member, identify periods when workloads are higher, and adjust the schedule accordingly. In addition, statistics can be used to guarantee full traceability of calls, and to ensure that regulatory requirements, particularly in terms of safety, are respected.
On-call flexibility and accessibility
Another major advantage of the Planitel system is the ability to manage on-call schedules remotely. Thanks to its online access, managers can adjust the schedule in real time, even when they're not on site. This flexibility is particularly valuable in dynamic environments, where unforeseen events can occur at any time.
If an unforeseen situation prevents an on-call person from answering his or her calls, the schedule can be modified in just a few clicks, ensuring uninterrupted service continuity. This also minimizes human error, such as forgetting to redirect an on-call number.
Integration with other information systems
For large companies with multiple information systems, Planitel integrates easily with other business management software such as CRM (Customer Relationship Management) or ERP (Enterprise Resource Planning). This integration enables smooth, centralized management of call and on-call contact information.
For example, in a maintenance company, urgent interventions reported via CRM can automatically trigger an on-call alert on Planitel, guaranteeing rapid and efficient intervention. This synchronization with other information systems saves time and avoids double data entry.
Automation and error reduction
Automation is at the heart of the Planitel on-call schedule. By reducing the need for human intervention, the risk of error is considerably reduced. Companies no longer need to manually change call redirections or constantly check that the right numbers are activated.
Automation ensures that every call is automatically redirected to the right person, at the right time, according to predefined scenarios. Processes are simplified and on-call scheduling becomes a hassle-free task, allowing teams to concentrate on their core work without worrying about technical details.
Data security and confidentiality
With on-call number management, confidentiality of personal data is a priority. Planitel guarantees that all on-call contact information, as well as call data, is secured according to current standards. Companies can therefore manage their on-call operations with complete peace of mind, knowing that the confidential information of their employees and customers is protected.
The Planitel interface also offers access control options, enabling administrators to restrict access to sensitive information according to each user's role. This ensures that only authorized persons can view or modify the on-call schedule template, thus reinforcing data security.
Planitel is a comprehensive, flexible solution for managing on-call calls. By automating processes, offering an intuitive interface, and guaranteeing maximum security, it enables companies to respond effectively to their customers' needs and manage their human resources optimally.
Whether in the healthcare, public services, IT or security sectors, Planitel is the ideal tool for ensuring round-the-clock on-call availability, while minimizing errors and maximizing service quality. Its integration with other systems, detailed statistics and call escalation options make it an essential solution for any company wishing to improve its on-call planning model.