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CallTower Solutions Center

Appia On-Call Manager Application

Accessing the platform

Access the OCM application by visiting https://oncallmgr.calltower.com/appia/login.php and logging in with your user credentials.

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Your available actions/options will be presented in a ribbon at the top of the next screen.

Note:  If this is your first time accessing the platform, please take the following steps.

 

1.        Add one or more Agents

2.       Create one or more Agent Groups and add your agents to it

3.       Schedule your agent groups in the Calendar.

This article will go into these three activities.

 

Creating Agents

Select Agents from the ribbon at the top of the window.

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Select the ‘Add new Agent’ icon from the upper right of the next window.

Enter the Agent’s Name and the phone number to which you want the system to engage a call when a message is left for the service.  Similarly, populate the text and email addresses to receive the corresponding notifications.  Select ‘Enable’ next to the desired messaging capability.  Click ‘Save.’

Creating Agent Groups

Select Agent Groups from the top of the window.

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Select the ‘Add new AgentGroup’ icon from the upper right of the next window.

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Provide a name for the new agent group and click ‘Save.’

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Assigning Agents to Agent Groups

Click the ‘+’ sign next to the group to which you wish to add agents.

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Click ‘Assign Agent to group’ in the upper right-hand corner of the newly opened section.

Select the name of the agent you wish to add to the group and click ‘Save.’

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To Remove an Agent

Select the trash can icon to the far right of the agent table for the appropriate agent row.

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Agree to the warning by selecting ‘Delete Agent.’

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To Remove an Agent from an Agent Group

To expand the list of agents in a group, select the plus (+) icon under the Agents column for the Agent Group of interest.

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To remove the agent, click the trash can icon to the far right of the table for that agent's corresponding row.

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Agree to the warning by selecting ‘Remove this Agent from group’

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To Reorder the Agents in an Agent Group

To shuffle the order of the participants in the group, select the edit pencil & paper icon to the right of the table for the corresponding row of the agent you want to adjust.

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In the next window, provide the new order position you wish the agent to inhabit and click ‘Save.’

To Assign an Agent Group for calendar coverage

Select ‘Calendar’ from the upper ribbon.

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Select All/New Events from the options presented.

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To modify an existing event, select the pencil icon to the right of that event title.  To create a new event, click on ‘New Calendar Event’ from the blue bar presented.

Populate the requested parameters:

·       Title

·       Event date & Time

·       Recurrence

·       Recurrence Schedule

·       Priority

·       Agent Group Name.

Click 'Save.'

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