User Manual
Contents
1. MANAGING VOICE GREETING 19 MANAGING ESCALATION TIME PERIODS ccccccccccesseeeeeeessesseeeeeeseeestaeeeeeeeesaea 19 COMPANY ERE 20 OVERVIEW PEE 20 MAKING PAYMENTS 20 AUTOMATIC PAYMENTS DASHBOARDS AND REPORTING sese 22 DASHBOARD cc INCIDENT REPORTS PAYMENT REPORTS GETTING HELP 26 UrOnCall is a trademark Carnegie Technologies tel 210 892 2266 info uroncall com www uroncall com 2 ur on call amp Introduction UR ON CALL is a method of providing on call services to your customers The service provides you with a single contact number for your clients to contact which will then forward the message to the correct on call person The person contacted is determined by the schedule you specified using a calendar e admin user Co ent C Gch ile ur on call p y Current Period Company Information Billing Info Make Payment Reporting Dashboard Dec 31 1969 Dec 31 1969 Account Status Open Incidents Phone Number Next Payment Due Rate Plan Incidents Used Currently Closed Incidents Number of Escalations Silver Plan 0 0 0 Total Incidents Remaining 0 Average Response Time Who s On Call Right Now NOBODY CURRENTLY SCHEDULED MINUTES SECONDS 00 UrOnCall is a trademark Carnegie Technologies tel 210 892 2266 info uroncall com www uroncall2. ur on call Company Overview In Ur On Call departments are grouped together for management reporting and billing purposes into companies From the company menu you are able to access the area to make payments obtain current status information for each depart ment as well as view reports on usage and payments Making Payments Monthly service payments are calculated from the service charge for all departments established by the company To Make a Payment 1 Log into your Ur On Call account 2 Select Company from the Main menu 3 Select the Billing Info Make Payment from the Company menu 4 The amount to be billed and the payment due date are shown at the top of the page 5 Fill in the required billing information 6 Click on the Make Payment button 7 A receipt page will be generated UrOnCall is a trademark Carnegie Technologies tel 210 892 2266 info uroncall com Auto Pay Status Total Amount Due 12 months for 10 promo Due Date Name on Card Billing Address Credit Card Number Expiration Date Card Verification Code CVV www uroncall com DISABLED 53 14 o May 12th 2013 select state E month year Make Payment 20 ur on call Automatic Payments To ensure continuity of service Ur On Call provides the option to have the monthly charges for your company automatically billed to a pre established credit card Charges ar
3. 4 digit security code on the credit card which is used to help deter fraud Add Department Department Name Time Zone Area Code Rate Plan please select Plan Details Name on Card Billing Address City State select state HJ Credit Card Number Expiration Date month Y id Card Verification Code CVV 5 Click the Sign me up button UrOnCall is a trademark Carnegie Technologies tel 210 892 2266 info uroncall com www uroncall com 16 ur on call amp Changing Rate Plan Customers are allowed to change their rate plan if their needs for notification change thus the rate plans are determined by individual department so they can be configured differently for each department within the company Steps to change a department s rate plan 1 Log into your Ur On Call account View Department 2 Select Departments from the Main menu d WWW 3 Select the View Edit icon on the far right for Seems est prov BB esmesenesue Phone Number 210 000 0000 More Incidents the department you wish to change Email 2100000000 uroncall com 4 Below the Department Info you will see the pns rate plan info which displays your current rate Rate Plan plan and its features Current Plan Change Plan To _ Platinum Plan 59 95 mo0 5 Platinum Pian 59 95 m 5 Right next to current r
4. GRANT CLARK KENT JAMES OLSEN LOIS LANE SUPER MAN If you need to add a new contact needed for the calendar please click on the contacts link to add the person you d like to have Schedule Heros Click amp Drag BATMAN CRUSADER CAT GRANT JAMES OLSEN LOIS LANE SUPER If you need to add a new contact needed for the calendar please click on he contacts link add the person you d like to have Display Departmant HEROS 6 Sep 2012 Agenda Timeline Thursday September 6 Contacts Super Man Clark Kent James Olsen Start date 09 06 2012 00 00 End date 09 06 2012 14 30 Display Departmani HEROS 4 __ 5 2012 85 201 agenda Timeline Week monn September 2 Mon Seplember 5 Tue Seplember Wed Seplember 5 Thu Seplember 6 Fri September Sal September 8 UrOnCall is a trademark Carnegie Technologies tel 210 892 2266 info uroncall com www uroncall com 13 ur on call Recurring Events If a scheduled period will occur on a repeating basis then a recurring shift may be established When creat ing the shift select the option to enable repeat event in the upper right hand corner Doing this will expand the box and provide you with four options for the recurring pattern daily weekly month
5. Next Payment Due Rate Plan Incidents Used Currently Closed Incidents Number of Escalations Silver Plan 0 0 0 Who s On Call Right Now NOBODY CURRENTLY SCHEDULED Total Incidents Remaining Average Response Time 0 MINUTES SECONDS 00 00 WW UrOnCall is a trademark Carnegie Technologies tel 210 892 2266 info uroncall com www uroncall com 22 ur on call In the expanded view for each department you can see more detailed information about the department s status This section includes a row of boxes showing the rate plan the number of incidents which have been used closed and escalations in the period shown in the current period at the top of the page Below this row of information are 3 panels of information about your department for the current period The total incidents panel shows the remaining incidents and is color coded to alert you when you are beginning to run low Underneath the dial is a break down of how many of the available incidents are from your rate plan allotment refreshed with next bill payment and how many are add on incidents which don t expire but roll over from month to month If your rate plan allows for acknowledgments then the second panel will provide information about how quickly incidents were responded to The large display shows the average response time In the bottom of the panel are the fastest and slowest response times in the period Incident Reports gt Incid
6. before using email or calling so we have as much detail as possible to better assist you The ticket will allow us to track your needs from the start to completion Email Write to UrOnCall Customer Support with your questions or concerns at support uroncall com Phone You can reach an UrOnCall Customer Support representative M F 8 5 CST at 1 210 892 2266 UrOnCall is a trademark Carnegie Technologies tel 210 892 2266 info uroncall com www uroncall com 26
7. com 3 ur on call Terminology Overview Company A company is a group of departments which are billed together on the same date They are also able to share contacts and other setup information Department The department is the basic unit used within Ur On Call A phone number email address and schedule are associated with a department Contacts users are assigned to a schedule at the department level Contact A contact is a user of the system from the signed up company Contacts server two purposes in the application 1 to allow the person to make adjustments to the schedule or to other information when authorized and 2 to be available for assignment to the on call schedule Escalation continue to message other contacts that are on call if scheduled and available on the department s rate plan Incident sent results in the use of a single incident A single incident can include escalation if required and available on the department s rate plan Incident Acknowledgement acknowledging receipt by the person on call if acknowledgement is available on the department s rate plan Shift A period of time during which a person is scheduled to receive messages from the system Each shift has a primary person on call and some rate plans allow for escalation UrOnCall is a trademark Carnegie Technologies tel 210 892 2266 info Quroncall com www uroncall com 4 ur on call Using the service Overview Depend
8. containing the contacts 5 Click on the file and select the Open button This will add the file name to the text field 6 Select the Default department you want the contacts imported into Note All contacts in a single import can only be assigned to a single department however after they are added they can be moved or assigned to additional departments 7 Select Create button 8 Any errors with the import will be shown in a dialog box which will need to be acknowledged Note All contacts in an import file are added with the default role of View only access however after they are added they can be assigned to another role Preferred Contact Methods The preferred contact method is how the system determines how to contact the user if they are on call when an incident is received via text or email The administrator or user may select one of the two preferred contact methods Email If email is selected as preferred contact method any message coming into the system via email or text message will be forwarded to the contact email address listed for the contact UrOnCall is a trademark Carnegie Technologies tel 210 892 2266 info uroncall com www uroncall com 10 ur on call amp SMS If SMS is selected then all messages received via email or SMS will be forwarded to the contact phone number In addition email messages will also be forwarded to the contact email address Due to a limitation with SMS some critical
9. on call person To change the department s voice greeting 1 Log into your Ur On Call account 2 Select Departments from the Main menu 3 Select the View Edit icon on the far right for the department you wish to change 4 Just below the Department Phone Number and Email there is a Greeting text box for you to type your custom greeting Note The greeting should take less than 10 seconds to be read to the user allowing them time to leave a detailed message to be forwarded to the on call staff member 5 When done select the Update Department button at the bottom Managing Escalation time periods If you are on a plan which provides the option of escalations you are able to adjust the time period between escalations The escalation period can be separately adjusted for the two types of message requests voice and text email messages To change the department s escalation time 1 Log into your Ur On Call account 2 Select Departments from the Main menu 3 Select the View Edit icon on the far right for the department you wish to change 4 At the bottom of the page select the escalation period for each of the two types of messages The period options are in 5 minute increments up to 30 minutes and in 15 minute increments between 30 and 60 minutes 5 When done select the Update Department button at the bottom UrOnCall is a trademark Carnegie Technologies tel 210 892 2266 info Quroncall com www uroncall com 19
10. parts of an email message may be cut off when sending to SMS which is why the message will also be sent to the contact email address in case the complete message is required Contact Role Company level admin Contacts provided with this level of access have the ability to modify any of the company or the department information This includes company payment information department rate plans contacts for all departments and schedules for all departments Department level manager for UOC Contacts provided with this level of access have the ability to modify department information for departments to which they are assigned This includes contacts for those departments and schedules for the departments Can this role change a rate plan or buy add on incidents Level 1 basic view access This provides read only access to the schedule of departments for which the user is assigned They are not able to make any changes to the schedule or contact information This is the default role assigned bulk loaded contacts UrOnCall is a trademark Carnegie Technologies tel 210 892 2266 info uroncall com www uroncall com 11 ur on call Schedule Overview Each department in Ur On Call has a department schedule to assign their on call staff members to shifts The shifts are not allowed to overlap and the calendar application prevents you from having overlapping periods The calendar has 4 different view options daily weekly monthly a
11. user will be using to log into the site Role The option selected here will control the permissions and actions the user may make on all the above listed departments company The options are Company level administrator Department level manager and View only access For details about each of the roles see the section Contact Role Note If an on call person also has a manager or admin role the schedule will display in the departments time zone rather than their own if they are different UrOnCall is a trademark Carnegie Technologies tel 210 892 2266 info uroncall com www uroncall com 8 ur on call amp Bulk Addition Administrators are able to add contacts to the system though a file uploading process The file will need to be created which has the columns listed below in the order listed with each column s data separated by a comma and each contact s information ending with a return Save As a csv file if exported from Excel Columns UserName Should be in the form of an email address They will use this to log in and it will also be used for their contact email if no other email is provided Password The password the user will log in to the application with The administrator can set the password for each person or this can be made the same for everyone if necessary and then have the user change it after logging in First Name The first name of the contact Will be displayed First Last when names are d
12. ase 150 additional incidents You would have a total of 250 incidents If through the rest of the billing period you used 75 incidents then you begin the next month again with 250 incidents 100 monthly plus 150 additional However if you then used 200 incidents in this billing period you will have used 100 of the additional purchased incidents and will begin the next billing period with 150 incidents 100 monthly plus 50 additional Steps to add incidents to a department Add More Incidents 1 Log in to your Ur On Call account 2 Select Departments from the Main menu 100 x 0 50 per incident 3 Select the View Edit icon on the far right for the department you wish to change Name on Card Billing Address 4 Select the button to add additional inci dents 5 Enter the number of incidents you wish to zo purchase The minimum amount you can purchase is 100 Credit Card Number Expiration Date month year ag 6 Supply the payment information Card Verification Code cvv 7 Select the Add More Incidents button Sub Totals Overview Additional Incidents 100 Sales Tax 4 06 Order Total 54 06 UrOnCall is a trademark Carnegie Technologies tel 210 892 2266 info uroncall com www uroncall com 18 ur on callB Managing Voice Greeting If your plan allows for it customers are able to call your on call number and leave a voicemail which is then forwarded to the correct
13. ate The date on which the incidents were added withdrawn from the bucket Incident Type Can be payment or incident A payment is an addition to the bucket from which the incident is pulled An incident will decrease the balance of the bucket Monthly amount The number of incidents added removed from the incidents which are included as part of the monthly service Add on Amount The number of incidents added removed from the incidents which are purchased as ad ditional incidents UrOnCall is a trademark Carnegie Technologies tel 210 892 2266 info uroncall com www uroncall com 25 ur on call Getting Help In addition to this reference manual UrOnCall offers the following Customer Support options Online support form On the main menu is SUPPORT this will take you to the Online support ticket submission form You will be asked to submit the following information e name of the person opening a the ticket e Phone Number The phone number where UrOnCall support can contact the person in need of help e Email Address The email address associated to this support request e Subject A short basis of the need or issue e Message A detail write up of how we can help you or what you are experiencing that we can help with When the form is submitted a ticket is created and an auto reply with the ticket number will be sent to the email submitted with the request We recommend you use the online support form
14. ate plan is the option to Tm select a new rate plan Text Email Delive lt 6 After selecting the different rate plan you will Voicemail Devry A Escalation be able to see a comparison of the features Powis Addinainen If you decide to change your plan it will start on your next billing cyclo 7 When ready select the Update Department Saas button at the bottom a send message every 15 mins 9 send message every 15 mine Set Ma amu of fae Delon exc RID ORE 10 abara ee UrOnCall is a trademark Carnegie Technologies tel 210 892 2266 info Quroncall com www uroncall com 17 ur on call Note Rate plan changes become effective when you pay your next bill If you have a pending rate plan change the rate plan which will be going into effect is already selected in the Change Plan To drop down box and an alert notice will appear at the top of the page Adding Incidents As part of the department s monthly service it is allocated 100 incidents However some departments may require more Departments are able to purchase additional incidents at a cost based upon their rate plan with a required minimum purchase of 100 incidents These incidents are only used after the 100 monthly incidents are used but these additional incidents don t expire at the end of the billing period For example If you have 100 incidents included as part of your rate plan and then purch
15. ble on call personnel has been sent the message Department gt Phone Number Email Rate Plan Status Heros 210 598 7599 2105987599 uroncall com URONCALL Platinum ACTIVE Once the message has been acknowledged by an on call team member a second email message will be sent to the customer to acknowledge the receipt of the incident Incidents Created Via Voice Call To initiate a voice incident the customer client will call the assigned number The assigned number for the department can always be found on the dashboard page or on the department page The caller will be greeted by either the default message or a custom message as designed by the department manager see managing the department The caller will be asked to leave their message The message can be up to 45 seconds in length Our service will record the message and then look up the correct contact based on the schedule provided on the calendar After the contact is identified the system will call this person and play back the recorded message A notification of confirmation of the message being received will be sent to the original sender via phone After the person on call receives the message if required they can acknowledge the message by simply re sponding to the prompt at the end of the message If the Escalation option is enabled and the first person does not respond the next person s on the contact list will be called and played the message when time for response has
16. e billed to your credit card XYZ days prior to your payment date To add automatic payment requires making a payment 1 Log into your Ur On Call account 2 Select Company from the Main menu 3 Select the Billing Info Make Payment from the Company menu 4 Fill in the required billing information 5 Select the check box at the bottom saying Sign up for autopay 6 Click on the Make Payment button Note This will charge the credit card for one full month of service and then retain the information for later billing UrOnCall is a trademark Carnegie Technologies tel 210 892 2266 info uroncall com www uroncall com 21 ur on callB Dashboards and Reporting Dashboard Page The dashboard page provides a quick glance at important information about each of the departments In the collapsed view of each department you are provided a few critical pieces of information such as currently open incidents the department phone number along with department status and next payment due date If you have multiple departments in your company some of the departments may be collapsed by clicking the minus sign to the right to save space on screen You can expand them by clicking the plus sign to the right admin user ur on call Company Company Information Billing Info Make Payment Reporting Dashboard Dec 31 1969 Dec 31 1969 Current Period Account Status Open Incidents Phone Number
17. ek 3rd Thursday Managing Escalations If the rate plan allows for escalations when a shift period is created the dialogue box for selecting the person on call also has options available for the additional 4 contacts You are able to set the delay between the time the incident is reported to the first level contact and the time the next person is contacted You can have multiple indi viduals contacted at each time period however only a total of 5 people will be contacted per scheduled period To adjust the time between periods please see Managing Escalation time periods in the departments section of the manual UrOnCall is a trademark Carnegie Technologies tel 210 892 2266 info Quroncall com www uroncall com 14 ur on call Departments Overview Departments in Ur On Call are the base unit for system operations Two major things are assigned exclusively to the department The first is the department s phone number which is also the basis for the department s email address and the second is the department s schedule The department is also the basis for how much you will pay for the service and the features provided for the payment Lastly your incidents the client s requests for assistance are also tracked at the department level Most of the features for managing the department are found under the department menu on the main menu bar Adding Departments If you have the need for more than one schedule of peop
18. elapsed This process will continue until the message is acknowledged or the list for all available on call personnel has been played the message Once the message has been acknowledged by an on call team member a second phone message will be sent to the customer to acknowledge the receipt of the incident UrOnCall is a trademark Carnegie Technologies tel 210 892 2266 info uroncall com www uroncall com 6 ur on cale Contacts Overview Contacts also referred to as users in Ur On Call provide two distinct functions The first function is to hold all the infor mation needed to contact members of the on call team and allow them to be scheduled for shifts The second function is to assign roles access privileges to the users when they log into the application Users can be added to the system by two methods individually or though a bulk import process Adding Individually To add users individually the user will go to the Contacts section of the application which is accessible from the main upper menu When you reach the Contacts section select the option to Create a new contact Once on the page the user will be presented with a form containing the following fields First Name The first name of the contact Will be displayed First Last when names are displayed First Name Last Name Last Name Last name of the contact Names are displayed First Last i Department O test prov e teat dept sti
19. ent Summa Incident Detail E Summary of all incidents B Detailed information on incidents Payment Reports Payment History Summary Payment History Detail Summary of payments M Detailed information on payments The last pane shows the contacts on call for the current shift The primary on call person has a blue highlight with the others listing the order in which they will be contacted based on escalation level if applicable Incident reports UrOnCall provides two different types of incident reports a summary report and a detailed report Both reports allow you to view information from a single department or all departments combined The incident summary report provides information about incident usage during the current period Information included is Cycle This is the day of the month your monthly bill is due as well as the day your monthly incidents expire reset Monthly incidents remaining The number of incidents provided as part of your monthly service remaining for this cycle UrOnCall is a trademark Carnegie Technologies tel 210 892 2266 info uroncall com www uroncall com 23 ur on call Add on Incidents remaining The amount of any additional incidents you have purchased which are remaining Incidents used this cycle The number of incidents used in this cycle Monthly incidents are always used before the Add on incidents are used The below items may not be available on all rate plans Closed incident
20. ing on your business practices selected rate plan and customer preference there are three methods for an incident to be created Incidents can be created by the user sending a text message to the assigned phone number sending an email to the assigned email address or by calling the assigned phone number and leaving a message Incidents Created Via Text Message To initiate an incident via text message the customer client will send a text message via their cell phone to the assigned phone number The assigned number for the department can always be found on the dashboard page ount Status Open Incidents one Numbe Next Payment Due Heros Dashboard Active 0 210 598 7599 Jul 09 2012 or on the department page The message will be received by our service which will look up the correct contact based on the schedule provided on the calendar After the contact is identified the message will be forwarded to the on call person based on their preferred contact method A confirmation of the message being received will be sent to the original sender via text message After the person on call receives the message if required they can acknowledge the message by simply responding to the message with the three digit code pre pended to the message which was sent If the Escalation option is enabled and the first person does not respond the next person s on the contact list will be notified of the message when time for response has elapsed This process wil
21. isplayed Last Name Last name of the contact Names are displayed First Last Contact Number The phone number which the system will use to contact the user for any voice message and if the preferred method is set to text for text and email message Contact Email The email address which the system will use to contact the user for text and email message if the preferred method is set to email Preferred This is the method the person prefers to be contacted at If an incident comes in via email or text message it will be forwarded to the method selected here Voice calls will always go the mobile contact number Options are SMS and Email UrOnCall is a trademark Carnegie Technologies tel 210 892 2266 info uroncall com www uroncall com 9 ur on call Status If the contact should be added into the system as active or disabled The options are ACTIVE and DISABLED Example File test1 company com password John Doe 2105551234 SMS ACTIVE test2 company com 12345678 Jane Doe 21055567 89 jdoe gmail com Email ACTIVE Once the file has been created the administrator will need to upload the file to the system to have the contacts created Steps To Do This Are 1 Log in with an administrator account 2 Select the Contacts option from the main menu 3 Select the Bulk Upload Contacts option from the contacts sub menu 4 Click on the browse button and navigate to the location of your csv file
22. l continue until the message is acknowledged or the list of all available on call personnel has been sent the message Once the message has been acknowledged by an on call team member a second text message will be sent to the customer to acknowledge the receipt of the incident Incidents Created Via Email To initiate an incident via email the customer client will send an email to the assigned number uroncall com phonenumber uroncall com The assigned email for the department can always be found on the department page The message will be received by our service which will look up the correct contact based on the schedule provided on the calendar After the contact is identified the message will be forwarded to the on call person based on their preferred contact method A confirmation of the message being received will be sent to the original sender via email UrOnCall is a trademark Carnegie Technologies tel 210 892 2266 info uroncall com www uroncall com 5 ur on call After the person on call receives the message if required they can acknowledge the message by simply responding to the message with the three digit code pre pended to the message which was sent If the Escalation option is enabled and the first person does not respond the next person s on the contact list will be notified of the message when time for response has elapsed This process will continue until the message is acknowledged or the list of all availa
23. le on call or more than one number for different groups to contact you can add a second department to your account and will then have separate schedules and contact numbers email addresses Steps for Adding a Department 1 Log into your Ur On Call account 2 Select Departments from the Main menu 3 From the departments sub menu select Add Department 4 Fill in the required information a Name of Department This will be the name of the department displayed though out the application b Time Zone Setting up your schedule will be in the department time zone even if the admin person is in another time zone c Area Code This will be the area code of the phone number used by clients to contact your on call person UrOnCall is a trademark Carnegie Technologies tel 210 892 2266 info uroncall com www uroncall com 15 ur on call amp d Rate Plan The features this department will have which also determines the monthly cost and the cost for each additional incident For more information about rate plan features and cost please see the pricing page at http Awww uroncall com pricing php e Billing Name The name that appears on the credit card f Billing address The address the credit card bill is sent to The authorization process verifies this information when approving the credit card g Card Number The credit card number h Expiration date The expiration date for the credit card i CCV code The 3 or
24. ly and yearly All options allow stopping the shift on a certain date or after a certain number of occurrences Daily recurring shifts allow you to have the shift set for every workday or to have it recur every X number of days The weekly recurring shifts allow you to select how many weeks between events and the days of the week the event will happen on The monthly and yearly recurring shifts allow for two options The first option on monthly is to repeat on the same date every month for example the 3rd The sec ond option is to repeat on the same day and week every month for example the 3rd Thursday For yearly 9 12 00 14 30P Repeat event C Daily Weekly C Monthly Yearly Repeat every 1 week next days F E monday Tuesday wednesday sunday V thursday Friday Saturday 7 Time period amp Enabled C No end date Afteroccurrences NaN End by 10 17 2012 El Full day 00 00 1 3 September 2012 v 14 30 3 September v 2012 x Primary Contact SUPER MAN Backup Contact 1 CLARK KENT 30 minutes after incident reported Backup Contact 2 JAMES OLSEN 30 minutes after incident reported Backup Contact 3 SELECT Backup Contact 4 Cancel shifts you can also choose the date the 3rd or the day and we
25. nd timeline view The timeline view offers the ability to see all the on call shifts by the on call person Adding Shifts Shifts can be added to any calendar view by clicking on the start area of the calendar and dragging down on the calendar to create the length of the event Once you release the event a dialogue box will appear where you can select the person who will be on call for the shift second option for adding shifts to the schedule is to drag the name from the left side bar onto the start date time on the calendar Once you release the mouse the shift dialog box will open and you will be able to modify the start and end date time person on call recurring schedule and escalations if available on the rate plan admin user D ur on call Schedule test prov US Central Click amp Drag auram Agenda Week Month Sunday Monday Tuesday Wednesday Thursday Friday Saturday ADMIN USER 31 0t 02 03 04 05 06 ORT USER 22 00P 22 15P HL HE MI ROSE WOOD If you need to add a new contact needed for the calendar please click on the to add the person you d like to have Bulk Upload Schedule 07 08 09 10 12 13 22 00P 22 15P UrOnCall is a trademark Carnegie Technologies tel 210 892 2266 info uroncall com www uroncall com 12 ur on call amp Schedule Heros Click amp Drag BATMAN CRUSADER CAT
26. s this cycle The number of closed incidents in this cycle a closed incident is one acknowledged by the on call contact Average response time seconds The average time for the on call contact to acknowledge an incident from the time the person requested help for incidents in this cycle Fastest response time second The fastest response time for incidents in this cycle Slowest Response Time seconds The slowest response time for incidents in this cycle Open incidents this cycle The number of incidents in this cycle which have not been acknowledged Number of escalations The number of incidents which were escalated to a second level on call person or higher The incident detail report provides detailed information about each incident for the specified range of dates Information provided in the reports includes Department Shows which department was contacted Incident ID Internal tracking number assigned to the incident Incident Start The time the incident was received by the system The format is YYYY MM DD hh mm ss Year Month Day Time Incident End The time the incident was acknowledged into the system The format is YYYY MM DD hh mm ss Year Month Day Time Response Time The difference in time between the start of the incident and the time the incident was ac knowledged by the on call person Initiated Method The method used to create a request for assistance Initiated From The phone number or email addres
27. s which created the incident End Contact Method The method used by the on call contact to acknowledge the message End Contact The email address or phone number of the contact who acknowledged the message to close the incident UrOnCall is a trademark Carnegie Technologies tel 210 892 2266 info uroncall com www uroncall com 24 ur on call Payment reports The payment reports provide information about the credits and debits to the buckets used to track the incident charges There are two types of changes that will commonly happen to a bucket These are a debit for the usage of incidents and credits to the bucket for payments which have been made In this section there are two types of reports a summary report and a detailed report The payment history summary report includes the following information Department Name The name of the department affected by the entry Incident Type Can be payment or incident A payment is an addition to the bucket from which the incident is pulled An incident will decrease the balance of the bucket Monthly amount The number of incidents added removed from the incidents which are included as part of the monthly service Add on Amount The number of incidents added removed from the incidents which are purchased as ad ditional incidents The payment history detail report includes the following information Department Name The name of the department affected by the entry Transaction D
28. ur on call User Manual VERSION 2013 04 15 Always Ready Always On Time One simple interface to manage your on call team UrOnCall is a trademark Carnegie Technologies tel 210 892 2266 info uroncall com www uroncall com 1 ur on call amp Table of Contents INTRODUCTION M 3 TERMINOLOGY AREE 4 OVERVIEW ie seti itio dte Tee Hori tes eram E 4 USING THE SERVICE i rre 5 OVERVIEW pato SERERE E e INCIDENTS CREATED VIA TEXT MESSAGE s INCIDENTS CREATED VIA EMAIL INCIDENTS CREATED VIA VOICE GALL iori aeu nott epo a rre Fey cro CONTACTS 7 leid pa 7 ADDING INDIVIDUALLY BULK ADDITION PREFERRED CONTACT METHODS 10 ero rose 11 12 OVERVIEW 12 ADDING SHIFTS 312 RECURRING EVENTS 14 MANAGING ESCALATIONS ccccccsscecesseecessceecessceecesseecssueeessseeeesseecssaeecesseeeese 14 15 OVERVIEW 15 ADDING DEPARTMENTS eer Deed Ee 15 CHANGING RATE PLAN ADDING INCIDENTS
29. ver Department This will display a list of departments Teana select those which the user contact has permission to Preferred SELECT access or can be scheduled for an on call shift Monte Time Zone Each user will view their schedule in their own Email time zone that they have selected so they know what time they are on call Contact Email Password Confirm Roles UrOnCall is a trademark Carnegie Technologies tel 210 892 2266 info Quroncall com Company level admin Department level manager for UOC O level 1 basic view access Preferred This is the method the person prefers to be contacted at If an incident comes in via email or text message it will be forwarded to the method selected here Voice calls will always go the mobile contact number Mobile The phone number which the system will use to contact the user for any voice message and if the preferred method is set to text for text and email message www uroncall com 7 M ur on call Email This will become the username of the user The user will use this email along with the password below to log in Contact Email The email address which the system will use to contact the user for text and email message if the preferred method is set to email Password Enter the password the user will use to log into the site Confirm Enter the password a second time to confirm the password the
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