On-Call

Manage on-call schedules, rotations, and emergency response procedures.

MangoApps

Overview

On-Call Management provides comprehensive tools for managing on-call schedules, emergency response procedures, and escalation workflows. Features include automated rotation scheduling, multi-channel alerting, escalation chains, and detailed reporting to ensure critical incidents are handled promptly and effectively.

Scheduling

Highlights

Organize on-call staff into pools with primary and backup designations.

View your current on-call status and upcoming on-call shifts at a glance.

Track incidents with activation, acknowledgment, and response workflows.

Configure escalation chains to ensure critical incidents reach the right person.

Record response details including availability and estimated response time.

Manage on-call rotations to distribute on-call duties fairly across the team.

Capabilities

Pool Management

Create and manage multiple on-call pools
Primary and backup designations per pool
Location-specific pools (tied to a site or location)
Virtual (location-agnostic) pools
Per-pool response-time SLA configuration
Notify management on activation toggle per pool
Industry-seeded default pool templates

Rotation Management

Automated date-range rotations with configurable shift duration
Primary and backup priority ordering within a rotation
Extend an existing rotation by N days
Delete all shifts in a rotation without deleting the record
Manual ad-hoc on-call shift creation outside a rotation
Location-specific vs. virtual shift assignment per rotation
Recurring rotation templates Use extend action to continue rotations

Incident Activation & Response

Activate an incident with description and severity level
Severity levels: low, medium, high, critical
Acknowledge incident to stop escalation cascade
Record response (can respond + estimated arrival time)
Resolve incident with optional resolution notes
Cancel an activation without resolving
Per-business setting to require resolution notes
Fallback notification when no one is currently on call

Escalation Policies

Multi-step escalation cascade (in-app, push, email, SMS, voice)
Configurable wait time (minutes) between escalation steps
Severity gate — escalation triggers only for high/critical by default
Per-feature escalation config (on-call app level)
Business-wide global escalation fallback policy
Sibling-acknowledgment cancels all open escalations

Notifications & Alerts

In-app notifications on activation, acknowledgment, and resolution
SMS alerts to on-call staff (per user preference)
Email alerts via OnCallMailer (per user preference)
Voice call alerts for critical incidents
Push notifications for high/critical severity
Management notification on pool activation
Per-event notification toggles (events, schedule changes, SLA breach)

Dashboard & Reporting

Real-time dashboard showing who is currently on call
Upcoming on-call shifts (next 5) per user
Active and resolved incident history with filters
Response-time tracking per respondent
SLA compliance indicator per response
Per-pool active incident count
Exportable incident reports On the roadmap

Mobile & AI

iOS & Android mobile web (status, acknowledge, respond)
AI On-Call Agent — natural-language queries for schedule and incidents
Agent tools: who is on call, pool list, my shifts, activations

Limits & Specs

Incident statuses: active, acknowledged, resolved, cancelled
Severity levels: low, medium, high, critical
Escalation channels: in-app, push, email, SMS, voice
Upcoming shifts shown: 5 (dashboard); 30 (agent)
Incident history per page: 10 resolved / unlimited active
Pricing: Included with MangoApps Workforce

Use cases

Check on-call status

Quickly see if you are currently on call, which pool you belong to, and whether you are primary or backup.

Acknowledge an incident

When an incident is activated, acknowledge it from the mobile app or desktop to stop the escalation chain.

Respond to a callout

Record your response to an incident including whether you can respond and your estimated arrival time.

Schedule rotations

Administrators set up on-call rotations so primary and backup duties rotate fairly across pool members.

Review incident history

Filter incidents by status (active, acknowledged, resolved) and review response times and escalation paths.

FAQ

A pool groups employees who share on-call responsibilities for a specific function or location. Each pool can have primary and backup on-call members.

When an incident is activated, the primary on-call member is notified. If they do not acknowledge within the configured time, the incident escalates to backup members according to the escalation chain.

Yes. The dashboard shows your next five upcoming on-call shifts with dates, times, and the pool they belong to.

Incidents can be activated by managers, administrators, or automated monitoring systems. Each activation is tracked with the initiator and activation time.