On-call management

Inform the right person at the right time using the right channel - and have a backup plan just in case...

If a business or service needs its operatives to spring into action to deal with any urgent situations, an on-call management system is often required to organize its emergency response teams.

ALERT offers a cutting-edge on-call management feature as well as a simple, intuitive interface for defining emergency contact lists, call groups with their response teams and respective schedules, scenarios, and so on.

ALERT boasts a wealth of possibilities, meaning that you are guaranteed to notify the right person at the right time using their chosen contact method.

Operator profile

With ALERT, you can create an unlimited number of operators and media.

In addition to the basic information (first name and last name), you can also define the following attributes in an ALERT operator profile:

PasswordPassword Passwords can either be managed by ALERT or delegated to a centralized entity, such as an Active Directory, which requires users to sign in with their Windows login details.
Access rights You can set the access rights for each operator using one of the specific profiles. By default, three profiles are available: System, Control and Operation. The solution features a highly modular design, so that you can create new profiles as well as modify all existing profiles to suit your specific needs.
LanguageALERT not only offers a multilingual GUI, but also lets you send alarm messages in the target operator's usual language.  

List of media / call numbers

Each operator defined in ALERT can have an unlimited list of call numbers and addresses. Each number is associated with a specific contact method (e.g. text message or voice call for a GSM number). By default, calls are made in descending order of priority until a call is considered to have been successfully made.
Call media scheduleIf several numbers/media have been defined, you can adapt the chosen contact method to suit your needs by creating a weekly schedule to determine how the on-duty operator will be called! For example, you can specify text messages during the day and voice calls at night.

On-call groups and teams

To deliver the fastest and most effective response when an alarm is triggered, the ideal solution would be to organize the on-call system so that notifications are only sent to those people who are currently on call and capable of taking action.

With this aim in mind, ALERT combines operators into theme-based call groups (HVAC, fire, process, etc.), which are then assigned to the alarms. Operators in the call groups are divided into teams, and a weekly or monthly schedule specifies the active team, hour by hour.

Team operators can be defined as active (they must be called) or relief (they are called if the active operators cannot be contacted). Similarly, calls can be cascaded down from one group to another if the first group cannot be reached, which guarantees that the alarm notification will always be sent.

The active team is automatically changed in line with the defined schedules, but you can also define an explicit changeover period. With this feature, an alarm is triggered if no operator has gone on-call after the maximum changeover period.

Graphical on-call schedule

Each on-call group has its own schedule, which determines how the teams are assigned according to time slots. The schedule can be created as a weekly program or defined as a monthly roster. ALERT brings even greater flexibility to your schedules by offering three levels of granularity (15 min, 30 min and 60 min).

Schedules can be configured graphically using a simple and intuitive interface.

What about unforeseen incidents?

You can stand down an on-call group at any time. When a team has been stood down, its calls will be suspended or forwarded to a designated standby team.


Do your teams need to follow specific procedures for every alarm?

For every alarm received, you can define a scenario that contains all the actions to resolve the issue (contact one or more groups, execute a specific command or script, etc.).

Save time when configuring your alarms. Once you have created the scenario, you can assign it to any alarm defined in ALERT.