On-Call

Pick a pool, a date range, and a shift duration, then choose the staff and mark any backups. The builder distributes shifts round-robin — one primary (and one backup, when designated) per slot, cycling through the roster. There are no recurring rotation templates yet; instead, extend an existing rotation by N days and it continues the cycle from where it left off.

For high and critical incidents, the first step pages everyone on call at once, primaries and backups together. If nobody acknowledges within the configured wait time, the incident escalates step by step across channels (in-app, push, email, SMS, voice). The moment anyone acknowledges, the whole cascade stops for everyone. Lower-severity incidents notify on-call staff directly without the cascade. If no one is currently on call, the app falls back to rotation members whose shift ended in the last 24 hours or starts in the next 24. If there is nobody even then, whoever raised the incident is told straight away that no one could be paged, so a gap never goes unnoticed.

The outgoing on-call person can leave a handoff note on the pool for whoever comes on next. Managers can edit a shift's roster to swap who's covering, transfer an in-flight incident to a more appropriate pool, or snooze notifications for a set window when an incident is being worked. The people added to or removed from a shift are told. Extending a rotation by a number of days adds future coverage without recreating it, and a one-off shift covers a gap outside the rotation.

Every page creates an in-app notification. SMS and email go out based on each user's notification preferences (SMS requires a phone number on file). Push goes out with the in-app notification wherever your organization has push turned on. For high and critical incidents, the escalation cascade adds channels at each step, and its voice step calls only where your organization has voice calls turned on; the call reads out the incident and tells the responder to open the app for the details.

Activating a pool requires the on-call activate permission (typically managers, admins, or monitoring systems). Notified staff — and on-call managers — can acknowledge and respond. Resolving, transferring, and escalating severity are limited to admins and on-call managers. Some businesses can require resolution notes before an incident can be closed.

Yes. The mobile web view shows your on-call status and upcoming shifts, lists incidents with status filters, and lets you acknowledge and respond on the go. The AI assistant answers questions like who's on call, your upcoming shifts, and open incidents — and can acknowledge, record a response, or (for managers) resolve an incident, always with a confirmation step before it writes.

On-Call requires a license and is opt-in per tenant — an administrator enables it for your business from the Apps Marketplace, and it's disabled by default until then. Contact your OneMango administrator about enabling it for your organization.