Dispatch & On-Call

Getting the right message to the right person at the right time.

The amount of time a contact has to confirm receipt of a dispatch before the system escalates to the next tier.

A secondary person designated to receive dispatches if the primary is unavailable.

The structured summary delivered alongside a page-out so the on-call contact knows what they're walking into.

The expedited workflow for routing time-sensitive calls — outages, medical concerns, water leaks — directly to on-call staff.

The ordered list of who to contact next if the primary on-call contact doesn't respond within the acknowledgement window.

The roster that tells operators which member of the client's team is responsible for after-hours calls at any given moment.

The act of sending an outbound notification — call, text, or app push — to alert on-call staff of an incoming dispatch.

Configurable failover that sends a call to the next destination when the current one is busy or unanswered.

Distributing calls or leads sequentially across a pool of staff to balance workload.

A two-tier dispatch model: simple cases handled at Tier 1, complex or escalated cases routed to Tier 2 specialists.

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