The Call Back System is used to automatically manage the Call Back Lists used by PPDMC Dispatch. The system keeps a registry of employees enrolled on lists and the various classifications to which they belong. This system maintains a list of classifications, called "roles," which can be mandatory or voluntary, area-specific or campus-wide. This system also holds a collection of the various areas on campus that can be used with Area Specific roles and can assign specific employees to specific roles and areas.
Most crucially, this system automates the Call Back Lists: the system keeps track of the order employees are called on every list, ordered by date. The system displays the next person on the list to be called and allows members of the department to add calls, moving employees up or down the list as necessary.
Roles are broken into two major categories: voluntary and mandatory.
Voluntary roles represent the lists that employees can sign up to participate in. When members of the department add a call to a list for a voluntary role, they can specify one of three statuses for the contacted employee: "Responded," "No Response," and "Other." Whenever an employee gets either a "Responding" or "No Response" status, they move to the bottom of every volunteer list (any mandatory list position is not affected). A status of "Other" will not change the position of the employee on the list. If an employee receives two "No Response" statuses within a four month period, the employee is suspended from all volunteer lists and will not be reinstated for four months (these employees are still present in any mandatory list). Suspension and reinstatement occur automatically.
Some voluntary roles can be "Area Specific." When an employee is enrolled into an Area Specific role, they are also given an "area" to which they can be called in. Employees only appear on Area Specific call lists for the areas to which they are registered. Roles that are not Area Specific are campus-wide, and any employee assuming that role can be called in, regardless of location.
Mandatory roles are similar, but members of the department can only enter two statuses for calls on mandatory lists: "Responding" or "Other." A "Responding" status pushes the employee to the bottom of every mandatory role list (voluntary role lists are unaffected), but an "Other" status does not move the employee down the list. Employees on these lists cannot be suspended for missing calls. Mandatory roles cannot be Area Specific.
Employees can be assigned to any number of mandatory or voluntary roles and can be assigned to any number of areas in Area Specific roles. Employees can also have a home phone, cell phone, or work phone associated with them; when the employee is called in for a mandatory role, any available number will be displayed for the user. However, for voluntary roles, each employee can only have a single phone number associated with that role that will be displayed for the user.
Employees can also be placed "on vacation." Employees on vacation are temporarily removed from all lists, but will resume their position on the list when they return. A return date can be set for the employee, and the employee is assumed to be on vacation until that date. Once the return date has passed, the employee will automatically be returned to the lists.
For each list, you can view the order in which employees will be called. Navigate to the Call Back Order page.
Step 1) To view the order of members of a list, use the items in the "Select a Role" window. From there, select mandatory or voluntary role radio button, then pick the role you would like to view from the drop down list. If the role is Area Specific, you can select the area you would like to view from the appropriate drop down list. Once you have selected a role and (if necessary) an area, the next member to be called on that list will appear below the "Select a Role" window. It is also possible to view the call order for all roles and all areas, but the next member to be called will not appear.
Step 2) You can view the information about the next employee to be called, including the phone numbers to reach the employee and the date of the latest event relevant to the employee for this role, including the last time they were called in, when the role was added, when the employee was added, and when they were reinstated. You can also view the remaining members of the list in the order in which they will be called, excluding vacationing and suspended members. By clicking on the member's name, you can view more information about the employee.
You can view all of the employees enrolled in the system, their contact information, and the roles they have been assigned. Navigate to the Call Back Employees page.
Step 1) By default, all employees enrolled will appear on the page. However, you can filter the results by using the "Search" window at the top of the page. To search by name, ensure that "Name" is selected in the "Search By" drop down menu, enter the partial or full name of the employee, and click "Search." To search by phone number, ensure that "Home, Cell, or Work Phone" is selected in the "Search By" drop down menu, enter as much of the phone number as you can, and click "Search."
Step 2) A list of employees will appear at the bottom of the page. There you can view their names and contact numbers; you can also see their vacation return date, if they are away. Employees suspended from volunteer lists appear in red. Click on any piece of information to view more details about the employee.
Step 3) In the detailed pane, you can view the volunteer and mandatory roles the employee is assigned, their vacation status, and their reinstatement date if they are suspended.
You can view all of the roles and areas that are registered to the system. Navigate to the Call Back Roles and Areas page.
All of the volunteer roles, mandatory roles, and areas will appear under the appropriate heading on the page. Click on the role or area about which you would like to see more information. In the detailed pane, you should see the title of the role or area. If you are viewing a role, you should see a list of employees currently assigned to this role. Employees in red are suspended, and employees in blue are vacationing. If you are viewing a voluntary role, you should see an indicator detailing if the role is Area-Specific.