Outages don't wait for office hours, so OnCall always places the alert call, day or night. What changes at night is whether the call has the press 1 menu.
How it works#
Edesy workspaces have a standard calling window of 09:00 to 21:00 IST for interactive calls. Between 21:00 and 09:00 IST, if that window applies to your workspace:
- OnCall still calls the contact.
- The call is a plain spoken alert without the menu: "This is an alert from your organisation. Monitor is down since time. ... Please open Edesy OnCall to acknowledge this alert."
- Pressing 1 does nothing on this call. Acknowledge from the email link or the Incidents page instead.
- Until someone acknowledges, the escalation policy carries on and calls the next step.
The portal then shows a banner: "Night-time alerts can't be acknowledged."
Enable 24x7 alert calls#
To get the press 1 menu at night too, use the link in the banner (or contact Edesy support) and ask us to enable 24x7 alert calls for your workspace. Once enabled, night-time alert calls are the same as daytime ones, and the banner goes away after the next night-time call.
Make sure night calls are answered#
- Save the caller ID as "Edesy alert" on every on-call phone.
- Allow it through Do Not Disturb or Bedtime mode.
- Add email to the first step of your policy, so the acknowledge link is there when the call can't take a keypress.
- Keep a second step: if the first person sleeps through the call, the next person is called.
FAQ#
Will OnCall skip alerts at night? No. Alert calls go out at any hour. Only the press 1 menu depends on the calling window.
How do I acknowledge a night-time call without press 1? Use the Acknowledge button in the alert email or on the Incidents page at oncall.edesy.in.
How are night-time calls billed? Like any alert call: per minute from your Edesy wallet. See Plans and Billing.