On-call service

When a colleague is on call, they simply set themselves to available in the app, Webphone, or via Freedom.

How to set it up

• Log in to Freedom.
• Create a call group with the user accounts of all relevant colleagues. Learn how to do that here.
• Go to Dial plans.
• Click the phone number that customers call outside office hours.
• Click Edit dial plan.
• Add the call group you just created to the outside-office-hours step.
• Verify that the right colleagues are in the call group by clicking the arrow next to the step to expand it.
• Click Save changes.
• Click Save.

How to check who is available

• Log in to Freedom.
• Go to Admin.
• Click Users.
• Check the destination of each user. If a colleague has an active destination (such as the mobile app or Webphone), they're available. If the destination is empty, they're not reachable.

Use this option when all your colleagues have a user account in Freedom.

Not all colleagues have a user account, but they still need to be reachable outside office hours? Create a call group with their mobile phone numbers. Incoming calls will then be forwarded to one of their mobiles.

Downside

• With a rotating on-call schedule, you'll need to manually update the call group each time — swapping out one colleague's number for another.

Upside

• Not every colleague needs a user account.

How to set it up

1. Add your colleagues' mobile phone numbers in Freedom. Learn how to do that here.
2. Create a call group with those mobile numbers. Learn how here.

Tip: When forwarding to mobile numbers, it's a good idea to enable call confirmation. This prevents a colleague's personal voicemail from picking up the call.

3. Go to Dial plans.
4. Click the phone number where you want the on-call service.
5. Click Edit dial plan.
6. Scroll to the step where you want to add the call group.
7. Click Add step and select Call group – On-call service.

Use this option when it's not possible to give all colleagues a user account.