On-call service alerting

On-call service alerting

Quick response when it matters

An urgent service call, a defective machine in the production plant, a server failure or imperative maintenance tasks – all critical events require immediate action. Thanks to Serinus you can quickly and efficiently alert all necessary experts and ensure the exchange of information within your on-call teams. In order to do so, the Smart Event Communication Platform alerts your employees using the selected channels based on their duty rosters, availability and skills.

Applications of the on-call service

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Support hotline

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On-call health care workers

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IT and Helpdesk

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Convening of emergency management

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Alarms in industrial plants

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Mobilization of winter maintenance

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Dispatching of teams

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Facility Management on-call service

You want to quickly alert your on-call teams in every critical situation?

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Duty and shift planning

By means of a browser you can plan the availability of your on-call workers individually and in advance. Using the app, employees can log on and off in on-call groups with just a few clicks. Thanks to open interfaces, shift planning can be easily transferred from higher-level systems.

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Multimedia communication channels

Targeted alerting can occur via all channels. This includes notification by voice call, mobile app, SMS or e-mail. The required communication channels can be defined not only individually, but also based on team or alarm. A time sequence can also be defined, if need be.

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Qualified feedback

With the acknowledgment function, you receive real-time feedback on the availability and response time of your team. Serinus supports positive, negative and PIN entry confirmation. The input of response or arrival time can be requested as well.

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Automatic escalation

By configuring the escalation, you can guarantee the fast processing of alarms and orders, even if an on-call team should not be directly reachable. In the absence of feedback, automatic and constant repetitions are initialized after a predefined time and through other communication channels.

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Easy operation

Serinus is intuitively designed and easy to use even in complex alarming scenarios. The development of this solution is focused on usability and stands out for its process-oriented configuration and context-sensitive interaction as well.

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Security and privacy

Our solution is based on the redundant configuration of all components and a comprehensive security and backup concept. Hosting takes place in highly secure, German twin-core data centers (ISO/IEC 27001, ISO 27002 and TrustedCloud).

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Customization

The Serinus Mobile App offers many functions to streamline on-call service. The user can select different communication channels for each escalation level. Depending on priority, audible alerts can be activated also in silent mode.

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Tracking and live status

The current status of an on-call alert can be tracked at any time via browser. If the option is activated, team members can directly view the feedback and availability of colleagues.

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Integrated Chat

In the event of malfunctions or critical events, it is crucial to exchange information within the team in order to find a quick solution to the problem. In case of on-call alerts, Serinus offers the option to open a team chat. Via browser and app chat the participants can coordinate, share documents in real time, upload attachments and send live photos.

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Reports and statistics

All alarms and orders are logged in detail and can be used to improve any process. Alarm reports can be sent directly by e-mail with one click. In addition, it is possible to request individual statistics of the number of on-call service calls and compliance with the defined service levels.

You want to optimize your on-call service management with the help of reliable software?

Full integration

Phone
The on-call service can be easily activated by a voice call. Depending on the configuration, it is possible to record a message or directly call the team on standby. Moreover, the activation can be secured with a PIN code.
E-mail
Using dedicated email addresses, it is possible to control different scenarios. Upon request, the content of the incoming e-mail can be acquired during the alarm.
Mobile App
Through the app profile, the authorized persons receive permission to trigger an alarm. The alarm notification can be supplemented with attachments. The app also allows to record a message.
SMS
Alarms can be triggered via SMS as well. For this purpose, each customer is connected to an individual telephone number. The content of the SMS can also be transmitted dynamically to the recipients.
Dashboard
The intuitive dashboard makes it easier to set alarms and tasks and monitor the current status. It is possible to select recipients and groups and set an ad hoc confirmation accordingly.
Authorization Management
Serinus supports the possibility to configure permissions for the different triggering media. This ensures that alarms can only be triggered by authorized persons and locations.
WebHook
By means of a webhook you can easily launch an alarm or a task. This is done in JSON format. Individual message texts can be used for alerting purposes.
Script
Whether as PowerShell script in Windows environments or via shell script in the command echoing of Linux/Unix systems, there are various options available for triggering on-call services.
REST API
Our REST API interface offers you a comprehensive range of functions. You can individually configure the alarm parameters and the alarm recipients for each request.
Sensors
Whether for monitoring temperatures, UPS systems or for access control, Serinus enables you to record and evaluate analog and digital inputs.
Avoidance of multiple alarms
For each scenario it is possible to define how often an alarm may be triggered within a defined time frame. But this can be further limited. Thus, for example, a certain alarm cannot be triggered twice with the same message within a predefined time frame.
Dry contact
Serinus also supports the classic alarm triggering via dry contact. Depending on the configuration, this event input can be assigned as Normally Closed or Normally Open contact.
IoT
Through the integration of Narrowband and LoRa devices, alarms, states or parameters can be automatically recorded and transmitted to the Serinus platform to activate an on-call alarm.
ESPA 4.4.4 / ESPA-X interface
A large number of subsystems support the connection via ESPA 4.4.4 or ESPA interface, such as fire alarm systems, building management systems or hazard detection systems. The activation occurs either by paging ID or by text scan.
OPC-UA
OPC UA has become the standard in industrial automation. Serinus allows to set a threshold value per data point. When this value is reached, an event is automatically triggered.
Modbus and KNX-Bus
Modbus and KNX are well-established in building automation. Also in this case, Serinus offers the possibility to define a threshold value per data point or to monitor a status change and to directly trigger an event, should an incident occur.
Monitoring the connection
To ensure availability, Serinus offers the possibility to monitor all interfaces. If a connection is lost, a technical alarm is started and the required experts are alerted.

FAQ

How is the availability of at least one employee ensured?

You can define a minimum number of active employees per call group.

Which telephones can be used for the on-call service?

When alerting by voice call, all landline and mobile devices can be reached. Acknowledgment is made by DTMF input. Serinus Mobile App is available from Android version 6 and iOS version 10.

Can users be logged into multiple on-call groups at the same time?

Yes, there is no limit to the number of on-call services logged in per user. Individual time spans can also be defined for each group using the calendar features.

Is it possible to prioritize alarms in different ways?

Yes, there are up to 10 priority levels available. It is possible to use different ring tones and override the silent mode of the smartphone, according to the priority.

How does the alarm escalation work?

The escalation can occur through several communication channels and devices. If a notification is not acknowledged, an escalation can be performed to further groups or substitutes. Even the offline status of users can be overwritten during an escalation, if required.

How secure is my data?

Serinus is hosted in highly secure, German twin-core data centers (ISO/IEC 27001, ISO 27002 and TrustedCloud). Data transfers to the Serinus Cloud platform are encrypted using SSL and TLS protocols. A REST and a token-based key is used for the browser and the app. A 2-factor authentication can also be activated for extended security.

How long are reports and statistics accessible?

This can be set differently for each account. The minimum retention period is one day, whereas the maximum storage time is 10 years.

How do employees log on and off for on-call service?

The shift schedule can be planned in advance. Alternatively, employees can dynamically log on via the smartphone app (Android/iOS) or the online tool. But also a team leader or a dispatcher can take on the login process.