All calls received while on-call should be logged in Lumary for accurate reporting and issue management. Logging calls also facilitates payment for remote work performed while on-call.
Required packages and permissions
Available with: Lumary WFM 2.12 and later
Supported in: Lumary DC
Permission: Lumary WFM - On-Call Worker permission set
To log an on-call disturbance (call received):
- Click on the App Launcher icon (nine dots on the top left hand side of the screen), search for on-call and click on the On-Call Logs link.
- Click on the New button.
This will launch a New On-Call Log form. The following table explains the purpose of the fields. Mandatory fields are marked with an asterisk.
| Field | Purpose |
|---|---|
| Who Called | Search for and select the contact record for the caller. |
| Site | Set the site the call is from, if applicable. |
| *Severity | Update the severity to High if its a serious/critical issue/incident or issue requiring escalation, or select Low if the issue should normally not require on-call support to resolve. For all other issues select Medium. |
| *Time of call | This is prefilled to the current date and time. If you are logging an earlier call, update these fields as needed. |
| Create Disturbance | Leaving this box checked will log the time worked to take and resolve this call against your worker appointment so you can be paid for the time. |
| *Reason for call | Record your notes about the call here. |
| Resolution | When the issue has been resolved, additional notes about the outcome of the call should be recorded here. |
| *Worker | This will prefill with your worker record. If you need to log a call on-behalf of another worker you can change the value in this field. |
| On-Call Shift | This will prefill with your current on-call shift (Worker Appointment). The available options will be filtered to match the selected Worker. |
| On-Call Roster | This will prefill with the On-Call Roster linked to the selected On-Call Shift. |
| Resolution Time | This will prefill with the current date and time. Update it to reflect the duration of the remote work performed to take and handle this call. |
- Complete the required details and click Save.
When first recording the call, you may not have all of the information at hand to complete the log. Its important to Edit the record to update the Resolution and Resolution Time for accurate record keeping at the end of your shift.
After recording an on-call log against your on-call shift/session, the session status will be set to In Progress and it will be necessary to clock-off at the end of your shift to confirm that the remote work time is correct before your Worker Appointment can be approved.
By default, workers have 2 hours past the end of their on-call session to log a call before the session will be automatically completed without disturbances. This time limit is controlled by the On-call Log Cut-Off set in Lumary Settings.