Set up on-call cover

Open Staff → On-call. The link requires access to read cases; changing the rota requires on-call management permission. Staff can maintain their own on-call number. Coverage is limited to the locations you can access.

Set up the areas and numbers

1. Add a Coverage area. Enter a name callers will recognise, choose the answering location and select the area’s time zone.
2. Enable the area to include it in the telephone menu.
3. Add staff on-call numbers and enable Take calls on this number. Include a country code for numbers outside North America.

Removing or switching off a number prevents telephone calls to it but does not remove scheduled shifts. Turning off an area removes it from the menu; past call records retain it.

Publish shifts

1. Under Publish a rota, choose the area, staff member and call-order position.
2. Select the days, start and end times, starting date and number of weeks, up to 26.
3. Review the shift preview, overlapping shifts, coverage gaps and daylight saving changes. Times use the coverage area’s time zone. An end at or before the start time means the next day.
4. Resolve conflicts and select Publish. Check the Published rota and Current coverage sections.

Use Add an override for temporary cover ahead of scheduled staff. Record the reason and time period. Stop cover early changes a shift’s end while preserving its history.

Telephone and removal routing

The firm’s telephone line must be configured before the rota can route inbound calls. Adding shifts alone does not provision a telephone line — see connect your telephone number. Ask your manager or support about the fallback answering number.

The office can also use this rota to offer a removal. Offering a removal requires a separate dispatch action; publishing shifts does not assign removals automatically.