Note: This article covers Call Complete Standalone. For the current experience, see our Call Complete or Call Management articles.

Overview

This article explains how to create and manage on-call schedules in Call Complete Standalone. It covers how to set up daily shifts, split shifts across multiple technicians or days, establish on-call backups, and copy schedules to future dates.

Requirements

• Schedules must account for 24 hours to reach 100% Daily Coverage.

Steps

Creating a Schedule

1. On the Schedule page, hover over the day you wish to schedule until you see a 3 vertical dots icon in the upper right corner of that square.
2. Click the icon and select Add Schedule.
3. Enter the time shift within the Set Time section.

• Note: To have 100% coverage for the day, the end time will need to be manually typed. Example: If the start time is 12:00 am, type "12a" into the end time and hit the tab key to set the end time to 11:59 pm.

4. Add the on-call maintenance tech to the First, call section by selecting their name from the drop-down menu.
5. Click the Save button in the lower right corner.

Setting Up On-Call Backups

To ensure calls are forwarded to the correct team member if the primary contact is unavailable, you can set up on-call backups.

1. When creating or updating a schedule, click Add Backup in the lower right corner and select a team member for the backup On-Call person section.
2. Set the reroute time, which specifies how long the system will wait before routing the call to the backup.
3. Click Save.

Splitting Shifts

Use these steps if multiple technicians are covering different parts of a single day.

1. If the schedule has already been created, click on the 3 vertical dots icon and select Update Schedule.
2. Select the Add Time button in the lower left corner.
3. Enter the Set Time and select the name for the additional maintenance tech.
4. Check that the Daily Coverage bar is at 100% to ensure your schedule accounts for a full 24 hours.
5. Click the Save button in the lower right corner.

Scheduling Across Multiple Days

The system automatically adjusts the end time to 11:44 AM instead of allowing a single schedule block to span across the midnight threshold.

1. Set up the on-call schedule in two parts using the split-shift method.
2. Set the first part up to the threshold (e.g., Friday from 7 AM to 11:59 PM).
3. Set the second part for the following day (e.g., Saturday from 12 AM to 6:59 AM).

Adding a Schedule Exception

Use these steps if the primary tech is temporarily unavailable (e.g., doctor's appointment) but does not need to be removed from their current schedule lineup.

1. Hover over the appropriate day's schedule and click the 3 vertical dot icon.
2. Select Add Exception.

3. Enter the time frame that a new tech should receive calls during this exception period.
4. Select the tech from the Exception Contact drop-down menu.

5. Click Save. The exception will now appear beneath the regular schedule on the calendar.

Copying a Day or Week

You can copy a previous day or week's schedule to a future date.

1. Click the 3 vertical dots icon. If you are copying an entire week, select the first day of the week you would like to copy.
2. Select Copy - This Day's Schedule or Copy - This Week's Schedule in the drop-down menu.
3. Go to the future day or week that needs to be scheduled, and click the 3 vertical dots icon.
4. Select Paste - (Date Range) from the drop-down menu.
   • Note: You can also click and drag the bolt icon in the top right corner on any scheduled day to copy that day's schedule.
   • Note: You can make individual edits to any pasted day by clicking the 3 vertical dot icon and selecting Update Schedule.

Troubleshooting

• Problem: Existing schedules are preventing you from updating or removing shifts. 

  Cause: You are experiencing a scheduling conflict with overlapping times. 

  Resolution: Navigate to the On-Call section, locate the conflicting schedules, and use the provided tools to delete or modify the existing schedules. This will allow you to create a new, correct schedule that does not overlap.

   

• Problem: Unable to access the on-call calendar to update your schedule. 

  Resolution: Log into HappyCo Manage, select your property, navigate to the Call Complete tab, and locate the on-call schedule from there to make your updates.

   

• Problem: Emergency maintenance calls are in the portal, but they are not going to the on-call technician's phone.

  Cause: The on-call schedule may be misconfigured, contact information may be incorrect, or call forwarding is not enabled.

  Resolution: Ensure your on-call schedule is properly configured in the Call Complete Portal:

  1. Add maintenance technicians to the on-call schedule.
  2. Set shift times for each technician and designate backup technicians if applicable.
  3. Go to the user's Personal Information under Settings > Maintenance and ensure the mobile number in each profile is entered correctly.
  4. Confirm that call forwarding is enabled on your phones to automatically route unanswered calls to your answering service after 3-4 rings.
  5. Save the Call Complete forwarding number as a contact in your phone.

FAQs

How do I ensure my schedule has 100% daily coverage?

To ensure 100% coverage, manually type your end time so that it covers the full 24-hour block (for example, typing "12a" and hitting tab automatically sets the end time to 11:59 pm). Always verify that the Daily Coverage bar at the bottom indicates 100% before saving.

What happens if the primary on-call person does not answer?

If an on-call backup has been added to the schedule, the call will automatically route to the backup person once the designated "reroute time" has passed.

What happens if no one is scheduled on-call for maintenance?

If no one is scheduled on-call and there is no Maintenance Supervisor listed on your Maintenance Team, Emergency Maintenance calls will automatically route to the user assigned as the Property Manager in your Community Contact Information.

Do I have to recreate the schedule if only the technician's name changes on certain days?

No. You can copy and paste an entire schedule for the week. Once pasted, you can click the 3 vertical dots icon on the specific days that require changes, select Update Schedule, and change only the on-call person's name for that specific day.

Is a smartphone required for the on-call maintenance techs, and do we have to download any apps to access the maintenance tech features?

No, as you do not have to download an app. All features will work on any phone with SMS and a web browser.