Your on-call calendar routes calls to whoever's on duty. When you have 24/7 live answering and you update who's on call, the script pulls their name and number. Live receptionists use this to transfer calls, relay urgent messages, or send messages directly.
Why Use the On-Call Calendar?
Your business doesn't stop when the office closes and neither do emergencies. With the on-call calendar, the right person is always ready to pick up.
HVAC and plumbing: Urgent repair requests go straight to the tech on shift.
Property managers: Emergencies like burst pipes or lockouts route to whoever's on rotation.
Restoration companies: Water damage calls hit the right crew.
Electrical contractors: After-hours outages go to the electrician on duty.
General contractors: Rotate after-hours responsibilities across the team so no one person carries every emergency.
Small shops: Share the load evenly - everyone takes a turn being "on call" so burnout doesn't happen.
Accessing the On-Call Calendar
Before you see the calendar in your app, it needs to be enabled. The On Call schedule button only appears once it's activated. Ask for this during your onboarding call, or email us anytime at care@serviceforge.com to get it enabled.
Once it's enabled:
Log in at my.serviceforge.app.
Go to Settings > Live Receptionist
If you have multiple accounts, select the one you want to update.
Click the On Call schedule button.
Setting Up Your On-Call Calendar
Before you start, make sure everyone who'll be on the calendar is already in your contacts with current phone numbers and emails.
Add or Edit a Calendar
Open the on-call calendar.
Use the hamburger menu (top left) > Add a calendar to create a new one.
Hover over an existing calendar to rename or delete it.
Add a Schedule
Select the day > Add schedule.
Enter the time range, number of call attempts, and choose the contact.
Select which phone number to use - even if there's only one listed. Without a selection, calls default to messages.
If you want to change how calls are handled (calls vs. messages), contact the Support team. Updating the calendar alone won't change call routing—your script and handling settings need adjustment too.
Add a delivery method (person's name or a group).
Add multiple contacts if needed.
Click Save.
To reorder contacts, drag and drop the schedule boxes.
Copy Schedules
Single day:
Hover next to the date.
Click the copy icon and select the new date.
Full range:
Click the copy icon.
Enter start and end dates.
Click Copy.
You can build your schedule as far ahead as you need and edit it anytime, changes will take effect immediately.