Alarming and escalation during call forwarding

When using call forwarding, there are different procedures for alerting and escalation, depending on how on-call schedules are used in SIGNL4.

1. On-call planning with shift planning

If you use the shift planner for your team in SIGNL4 for your on-call planning, the person on duty in level 1 will always be called when a call comes in. If there are several people on duty at the same time in this level, they will be called in a round-robin principle. If the person called does not answer, the call is escalated to the second person on duty in that level, and so on, until all persons on duty in level 1 have been called. If the call is still not answered, it is forwarded to the mailbox.

Alternatively, there may be an additional tier in the shift schedule. In this case, the call is randomly escalated to an employee on duty at this second tier. If they do not answer, the other employees on duty at this tier are called, and if this is unsuccessful, the call is escalated to the mailbox.

If additional tiers are configured in the shift schedule, escalation will also occur to these levels before the SIGNL4 mailbox is activated.

2. On-call planning via the on-call calendar

If you simply set up your on-call status in the duty roster, a call will be made to the employees scheduled at that time using the round-robin principle until all employees on duty have been tried. If the call is not answered by the person on call, the call will then go to the SIGNL4 mailbox.

3. Manual check-in and check-out for on-call duty by users

Even with manual logging in and out, the round-robin principle is used to try to call every user who is currently on duty. If the call is not answered, it goes to voicemail.