The “Call Rotation” feature is designed for the distribution of notifications in case of on-call workers, team escalation and notification via SMS and call.
Call Rotation is configured per team. It will be activated in case of an incident for all products that are monitored by the determined team.
It works in parallel with the pre-configured notification channels in the “Notifications” tab; however, Call Rotation is exclusive for SMS and phone call notifications.
Before starting the Call Rotation escalation configuration, it is necessary that the users registered in the team have their cell phone number validated on the platform. If they do not, they will not receive the call or SMS.
How to configure Call Rotation
As previously mentioned, the Call Rotation feature is configured by the team. Then, you need to access the team to start the configuration.
Below are all the ways to access the settings of the desired team.
Access to the team via Product:
Click on “Product” in the sidebar. Then, select the product that has the team you want to configure.
In the upper bar, next to “Availability”, where your Resilience Matrix is shown, there is a “Teams” tab. Select the desired team in this tab and you will be redirected to the team configuration.
Tip: if you access the team through the Product, it does not mean that the Call Rotation escalation will be configured only for the selected Product. The configuration is made by each team, and if that team is assigned to another product, an incident notification for the two or more products will be inserted in the Call Rotation escalation. This access is only to locate the desired team.
Access to the team via the sidebar:
Click on “Teams” in the sidebar. Then, select the team you want to configure.
In the upper bar, select the tab named “Call Rotation” next to “Notifications”.
Reminder: Call Rotation escalation will be configured for all products monitored by this team.
Learning the ways to set up the team’s escalation
The escalation is created from “events” that can be determined by day, week or month.
You can create an individual event for a day, by clicking on the date on the calendar beside and/or holding and dragging the mouse cursor from the start date to the end date creating events with repetition.
It can be one day, two days, four days, a full week, fifteen days or the whole month. As needed, according to your team’s demand.
After selecting the desired dates, we will complete the event information. The following information will always refer to one day! If you have selected more dates, the event will be repeated.
Thus, resulting in an event with daily, weekly or monthly repetition with the information of a day for the team. Similar to Google Calendar.
Configuring the event
After following the steps and recommendations already described, your OnePlatform page will look similar to the screenshot below:
Add the team’s start and end time according to the daily schedule. The time format is 24h. If the escalation is at night, just add the time corresponding to the night and morning that the system automatically distributes the event from one day to the next.
Step Group are the people who will be responsible for responding to incidents on this escalation. Just select which group you want to assign notifications to.
If it is the first time you are configuring Call Rotation, it is necessary to create a Step Group by clicking on:
To create the Step Group: choose the first employee of the escalation to be notified, select from the SMS or Voice Call options and configure the time interval that the alert will be sent and for how long this first employee should be alerted until following the flow.
Add another employee of the escalation in “add step”, following the same settings and activation options.
Tip: only users with the verified cell phone number will be available. If the employee does not appear, it is because they need to check the cell phone number.
Tip: if you want to notify the same employee via SMS and Voice Call, just add it twice and select a notification method for each step.
The Step Group configuration is individual for each customer and can have the number of employees needed.
Illustrative image to present the Step Group configuration.
To finish the Step Group configuration, name the flow created and then, click on save.
You can also choose the color to differentiate one escalation from the other, edit or delete the Step Group.
This Step Group will be saved in Call Rotation to configure more events using the same flow.
Once the dates, time and employees for the escalation have been configured, just click on create to register the Call Rotation events.
Illustrative image of the calendar after the creating the events.