Call Management

When a call is triggered to a group following an alarm, a call request is registered in the list of groups to call, with the cause of call. If the group was already under call (following a previous alarm), the new cause of call is added. For each group added to the list of groups to call, the on -duty team is searched. If for a group, no team is o n-duty, the search is resumed cyclically. When a team is found, the call is triggered to this one. Following option, either the next operator to call (turnover option) or the list of active operators (not in relief) is extracted from the team to call. Onl y on -duty operators are called. Then a call request to these operators is registered in the list of users to call. For each operator of the list of operators to call, the call procedure is triggered to the first valid number of the list of call numbers of the operator. If this call does not succeed, and after a configurable number of attempts, the call is reiterated to the next valid number in the list of call numbers of the operator, and so on. When the call succeeds, a temporization is triggered to wait for the call acknowledgment. At the end of this temporization, the operator call is reiterated, a configurable number of times. The call can be acknowledged either locally (by any operator) or from a distance by telephone or from a remote terminal, by the operator himself or, when the called operator is declared as virtual, by an operator belonging to the same group. If the call number is not declared as final number, no call acknowledgment is required and the call cycle automatically continues with the nex t number of the list. The call of an operator is considered as failed when:

• there is no valid call number for the operator.
• the call did not succeed for any of his numbers, after the configured number of attempts.
• the call succeeded, but no call acknowledgment intervened in the specified time, after the configured number of reiterations. In this case, according to option, the call cycle of the team can be either abandoned or reiterated after a configurable temporization. A team is considered as warned when, according to the chosen option, either at least one operator of the team has been warned or when the required number of warned operators has been reached. However, if the alarm is not acknowledged in a defined delay, the call of the team (or the following in the schedule) can be reiterated. If the timeout defined to acknowledge an alarm is null, the group is automatically removed from list of groups to call as soon as the on -duty team has been warned. Otherwise, the group remains in the list of groups to call so long that all alarms concerning this group have not been acknowledged. At the time of the acknowledgment of an alarm, if this alarm is the last cause of call of a team, all calls concerning this team are abandoned