Help › Being on call

How a page reaches you

1. A notification, then another four minutes later.
2. At eight minutes, a phone call from your contact center's number.
3. If you still haven't answered, Standby moves on to the next person on the rotation.

The phone call

You'll hear "A Standby alert needs attention" (or "An urgent Standby alert…"), then "Press 1 to accept this contact, or 2 if you cannot take it." It asks up to four times.

• Press 1 to take it. Paging stops, and the incident is yours. Open Standby for the detail.
• Press 2 if you can't. Standby rings the next person straight away.

The call never says your queue names or figures. Voicemail can't press 1, so it never counts as an answer.

Acknowledging in the app

Open the incident from the notification, or from the Alerts tab, and tap Acknowledge. The countdown changes to say the next person won't be called.

• Still working on it? Standby checks back after 30 minutes. Tap Still on it — check in 30 min to push that back. If two reminders go unanswered, the incident goes back to the rotation.
• Sorted? Tap Resolve. Standby doesn't close incidents by itself, even when the queue recovers; resolving is recorded against your name.

Often the fix is a temporary change to the queue. See Cap or close a queue.

Next: Cap or close a queue