After Hours Support Change Process

Overview: This is a technical document for IT professionals and outlines the process that needs to be completed to update the after hours on call list.

Important Links:

IT Department After Hours Call Queue: Edit call queue - Microsoft Teams admin center

Information Technology Dept Shared Calendar: Calendar - Outlook

After Hours on Call Insights: After Hours On Call Insights | Knowledge Base | MVTA Service Desk

Go to the IT Department After Hours Call Queue Edit call queue - Microsoft Teams admin center
Select Call answering
Add users
Type in the name of the staff who are on call and click add
Click add again
Select all those who are to be removed from on call this week
Select Remove
Now make sure the members are in the correct order for primary and secondary
1. Select a name and move up or down accordingly
Send a message to the primary and secondary via a teams message in the IT Department teams chat
1. Message template: After hours support On call begins at 5 PM DATE and ends at 8 AM on DAT. @USERNAME you are primary and @USERNAME you are secondary.
Reference the on call calendar and in Outlook open the Information Technology Dept Shared Calendar
Create a new event for the upcoming after hours week ( try to stay 3 weeks ahead at least)
1. Title the meeting After Hours Support - USER Initials and USER Initials
2. Make it all day so it sets the calendar to free
3. Add the expected staff who are to be on call
4. Edit responses to be unchecked
5. Set the date to be the expected on call period
Click Send
Congratulations you are done till next week