To create a new tier, select the Huntgroup and press New Tier.
Enter the description, such as Tier 1. Your first tier should be setup as your default tier. Normally, for crisis groups, the availability is set for 24-hours.
Choose the Ring Time in seconds. We recommend a ring time of :10 seconds for the first tier.
Active status will be selected by default.
In the example to the left, the ODMH Crisis Staff is assigned to Tier 1.
By choosing “24 Hour” for availability, this ensures all calls incoming crisis calls will be routed first to the ODMH Crisis Staff.
Sample use case for limited availability tiers: During business hours, tier one could be setup to dial a group of people who only take calls during business hours; outside of business hours, that tier would be skipped and automatically route to the 24hr emergency tier. The 24hr tier would only ring during business hours if the day shift failed to answer, but would ring immediately outside of that time window. It is recommended to have at least two tiers for each Huntgroup. This ensures that if a crisis call isn’t answered by the first Tier, it can be routed to someone else who is available.
Note: Staff Members should sign out of their devices when not at work or when not available to answer crisis calls. This prevents a crisis call from being routed to them.
