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On Call Schedule - How do you do it?

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by jeffrey06

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So for production on call support, how does your company do it?

Right now we use a Excel Spreatsheet, which is a absolute disaster when you're in a crunch and having to "lookup" the right person. I'm thinking of a webpage on the intranet with a dropdown by team that displays the primary, secondary, and escalation managers along with phone numbers.

Thoughts?

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by nicknielsen

We use a standard telephone number for first-level escalation so there's nothing to look up. The field tech simply calls the escalation number. That number is forwarded to the on-call support, whoever that may be. It works because the support tech is responsible for changing the forwarding at the end of his on-call day. After that initial call, each level is responsible for notifying the next level up.

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