Your on-call service deserves clear answers.
How calls continue when the application is unavailable, where your data is hosted and which limits to plan for: here is how 1shift works.
Continuity is something we prepare with you.
Before going live, we review the consequences of an unanswered call, your backup contacts and your support needs. Support arrangements and service commitments are to be specified in your commercial proposal.
What the service can handle — and what depends on your team.
1shift directs calls according to your rota and rules. Telephone network coverage and the availability of your team are still necessary. If the application is unavailable, the servers use the last rota received; changes wait until it returns.
Routing does not depend on our application at the time of the call.
Whenever the rota changes, 1shift calculates who should receive calls over the next seven days, minute by minute, and sends the result to the phone servers. When a call arrives, the server routes it using what it already knows. It doesn’t need to ask our application.
In practice: during maintenance, or if our application is temporarily unavailable, your calls keep being routed according to your latest rota.
Days of headroom, not minutes.
Each phone server already knows the coming week of your rota. A server disconnected from our application keeps routing for several days.
Your number is served by a primary server and a backup server, both holding the same projection. Infrastructure operated by 1shift.
We continuously check that each server is reachable, synchronised and has the expected routing headroom.
Each organisation has its own context on the phone server. One customer’s calls cannot go out through another customer’s line.
Review the path of calls after the shift.
The history shows who called, who was scheduled and who answered. Call events are stored by the phone servers and sent to the application if it was unavailable. This is a call log, not an audio recording of conversations.
Voice messages left by callers are accessible in the application. The shift log also counts the hours actually covered, including cover arrangements.
Call history
| When | Caller | Expected | Answered by | Status |
|---|---|---|---|---|
| Sat 5 · 15:12 | 0478 23 ·· ·· | S. Dubois | S. Dubois | Answered |
| Sat 5 · 03:07 | 02 640 ·· ·· | A. Martin | L. Vandamme | Answered · sequential |
| Fri 4 · 22:41 | 0495 61 ·· ·· | A. Martin | · | Voicemail |
| Thu 3 · 12:30 | 02 880 ·· ·· | Outside scheduled periods | · | Fallback · switchboard |
Hosted in the European Union, protected by design.
Data hosted in the European Union (Germany), with Hetzner.
Two-factor authentication, email verification and secure password reset.
View, assign or manage, for each rota. A secretary can fill the rota without changing the routing.
The application processes phone numbers and voice messages. They stay within your organisation’s context and are not used for anything else.
What people ask us about reliability.
What happens if your application is unavailable during a call?
The phone server routes the call using the rota projection it has already received. It does not depend on the application. The call is logged locally and added to the history when the application is back.
What if the rota changes during an outage?
The change is saved in the application when it returns, and the projection is sent to the servers again. In the meantime, the last known rota applies. That’s why we monitor each server’s routing headroom.
Can my mobile voicemail take an on-call call?
No, if call confirmation is enabled: the person must press a key to connect. An answering machine cannot do that, so the call moves to the next person or the fallback action.
Can I keep my phone system and provider?
Yes. Your phone system sends the on-call number to 1shift through a dedicated SIP trunk. Nothing changes for your other lines.
Do you offer a service level agreement?
Service commitments and support arrangements are to be agreed with you before going live, based on your requirements. The technical mechanisms described on this page do not in themselves constitute a contractual availability commitment.
See how a call travels through 1shift.
Thirty minutes, by video call or in person. We’ll show you the path of a call, from the number to the on-call person’s mobile, and what happens when nobody answers.