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

Overview

This article covers how to create and manage on-call schedules using Call Complete in HappyCo Manage. This includes adding new schedules, setting up on-call backups, splitting shifts between team members, adding exceptions for temporary unavailability, and extending or copying schedules to future dates.

Requirements

• You must have a Property Manager or Assistant Property Manager role to edit the on-call schedule.
• Your schedule must account for 100% daily coverage (24 hours a day).
• Users must be added to your onsite team for them to appear as an option on the on-call schedule.

Steps

Accessing the Schedule

1. Log into HappyCo Manage and select your property.
2. Navigate to the Call Complete tab and locate the on-call schedule.
3. Scroll to the appropriate week or use the arrows in the upper right corner of the calendar to cycle between months.

Creating a Schedule & Setting Backups

1. Hover over the day you wish to schedule until you see a 3 vertical dot 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. To achieve 100% coverage for the day, manually type the end time (e.g., 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 primary maintenance tech to the First, call section by selecting their name from the drop-down menu.
5. Optional: To set up an on-call backup, click Add Backup and set the reroute time. If the primary on-call person is unavailable, calls will route to this backup after the specified reroute time.
6. Click the Save button in the lower right corner. (Note: Always review all time slots and technician assignments to confirm accuracy and ensure the schedule reflects 100% coverage).

Splitting Shifts

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

Adding an Exception

Use an exception when the primary tech is temporarily unavailable (e.g., doctor's appointment, meetings) 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 the Save button. The exception will now appear beneath the regular schedule on the calendar.

Copying a Day or Week

1. To copy a schedule, click the 3 vertical dot 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 from the drop-down menu.
3. Go to the future day/week that needs to be scheduled and click the 3 vertical dot icon.

4. Select Paste - (Date Range) from the drop-down menu. (You can make individual edits to any day by clicking the 3 vertical dot icon and selecting Update Schedule).

   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.

Troubleshooting

• Problem: I'm unable to edit the on-call schedule.

  Cause: You might not have a role assigned. To edit on-call schedules, you must have a Property Manager or Assistant Property Manager role. 

  Resolution: Reach out to your HappyCo Administrator to ensure your access is set up correctly

• Problem: Cannot set up a shift that spans across multiple days.

  Cause: The system automatically adjusts the end time to 11:44 AM instead of allowing the schedule to cross the midnight threshold.

  Resolution: Set up the on-call schedule in two parts. For example, schedule Friday from 7 AM to 11:59 PM, and Saturday from 12 AM to 6:59 AM. You can then copy and paste this schedule, changing only the on-call person's name for each day.

• Problem: Unable to update or remove an existing schedule due to a scheduling conflict.

  Cause: Existing overlapping schedules are preventing updates.

  Resolution: Locate the conflicting schedules on the calendar and use the provided tools to delete or modify them. Once the overlap is removed, create a new, correct schedule.

• 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:

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

FAQs

How do I make sure a shift covers the entire day?

To ensure 100% coverage, manually type the end time. For example, if your start time is 12:00 am, type "12a" into the end time and press the Tab key to automatically set the end time to 11:59 pm. Always verify that the Daily Coverage bar reaches 100%.

What happens if the primary on-call tech doesn't answer?

If you add a backup on-call person and set a reroute time, calls will automatically be forwarded to the backup team member once that specified reroute time has passed.

Can I edit a specific day after pasting a full week's schedule?

Yes. You can make individual edits to any copied day by clicking the 3 vertical dot icon on that specific square and selecting Update Schedule.

When should I add an exception instead of updating the schedule?

Add an exception when a primary tech is only temporarily unavailable (such as for a meeting or appointment) but still needs to remain in their current schedule lineup for the rest of their shift. This routes calls to the exception contact just for that specified time period.

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.