Video: the Planitel on-call scheduling interface

Video transcript

Introduction and account access

Hello, my name is Antoine. Here's a quick introduction to Planitel. To access your account, simply log onto the Planitel website. This will take you straight to the schedule management area, which is currently blank. As an example, we already have three users who can take calls. Note that a user can be a person, a department or an office.

Creating users

The first thing to do in order to use this diary is to create users. On this page, you'll find all the users you've already entered. You can modify or delete them at any time. To add a user, simply enter the following information here: name, main phone number. The ringing time corresponds to the maximum waiting time on this number. By configuring confirmation of call acceptance with the star key, you avoid the caller being transferred to the on-call person's answering machine. You can add one or more numbers for the same user. You can also authorize the user to access the schedule by assigning certain rights. Finally, to make your schedule more visual, choose a color for each of your users. You'll find the user Jean in the list, as well as in the top right-hand corner of the schedule management.

Filling in the on-call schedule

Now let's take a look at how to create a schedule. To fill in the schedule, simply drag the on-call person onto the schedule, then widen the time slot. You can also modify the on-call hours by clicking on this area. And if Jean is also on call from Monday to Friday, you can easily repeat the on-call period throughout the week. You can of course put several people on the same time slot.

Predefined on-call periods

But if you have fixed on-call times, for example at night from 7 PM to 8 AM, you can create a predefined on-call period. In our example, the on-call time is 13 hours, starting at 7 PM. When you return to the schedule, simply activate the predefined on-call mode: entry is automatic and very fast.

Standard week and Excel export

You can copy your week or use a standard week. Here, you can export your schedule to Excel. You can also view your schedule by day and by month.

Greeting and on-hold messages

With Planitel, you have several options at your disposal. This tab, for example, lets you add non-interruptible greetings as well as on-hold messages during dialing.

Default destination when nobody answers

The default destination is very important, as it enables you to manage both cases where the schedule has not been filled in and, above all, cases where the on-call people in the schedule have not answered. In both cases, you can either add a redirection to one or more supervisor numbers, or broadcast an audio message with the option of a messaging system.

Call statistics

Statistics can be viewed at any time to see the number of hours of communication, details of the numbers called and, of course, the name of the person who handled the call.

Call distribution modes

When you have several people in the same time slot, you can choose how calls are distributed: either according to the order of entry on the schedule, or according to a priority you define for each user, or by balancing the number of calls received by each user. Finally, for each time slot, the cascade scenario can be repeated several times before the call is considered unanswered.

Options: SMS alerts and voice menu

These are the main features of Planitel. Please note that there are many other possible options, such as SMS alerts when going on call, SMS alerts for each call, or a voice menu for selecting different schedules. Thank you for your attention. We hope to see you soon.