In emergency services, every second counts. Whether you’re a 911 dispatch center, a volunteer fire department, or a private security firm, ensuring seamless and reliable communication is absolutely critical. But what happens after hours? Or during peak call volumes? That’s where Connect Rocket’s powerful, yet easy-to-use, Primary & Alternate Call Flow feature comes in.

What are Primary & Alternate Call Flows?

Think of them as being two sets of instructions for Connect Rocket on how to handle incoming calls and messages. Your Primary Call Flow is your “business as usual” setup – how you want things to run during normal operating hours. Your Alternate Call Flow kicks in when things change.

Here’s a real-world example:

Imagine you run a 24/7 emergency response service, like a spill response team.

• Primary Call Flow (8am-5pm, Monday-Friday): Incoming calls go directly to your dedicated dispatch team. They’re fully staffed and ready to handle anything.
• Alternate Call Flow (Evenings, Weekends, Holidays): After hours, those same calls automatically route to your on-call responders. No missed calls, no delays – just immediate action.

Why is this better than the alternative?

Many older systems, like call trees or traditional answering services require manual intervention to change call routing. This introduces risk and potential delays. With Connect Rocket, it’s all automated.

How does it work? It’s surprisingly simple:

1. Customize Your Flows: Both your Primary and Alternate call flows can be:
   • Simple: Direct the caller to a specific phone number or person.
   • Complex: Utilize a series of actions – like escalating calls to multiple responders, sending SMS notifications, or polling critical resources.
2. Set a Schedule: Define when you want your Primary Call Flow to be active. This could be based on time of day or the day of the week.
3. Connect Rocket Does the Rest: When the schedule dictates, Connect Rocket automatically switches to your Alternate Call Flow.

Beyond After-Hours:

The possibilities are endless. Here are a few more ways you can leverage Primary & Alternate Call Flows:

• High-Volume Events: During a major incident, quickly divert inbound calls using an override.
• Maintenance Windows: Route calls to a failover contact while your system is undergoing maintenance.
• Staffing Shortages: Dynamically adjust call routing based on team availability.

Ready to take control of your emergency communications?

Connect Rocket’s Primary & Alternate Call Flow feature isn’t just about convenience; it’s about ensuring your team is always prepared. It’s about reducing response times, improving efficiency, and ultimately, saving lives.