Manual (ui action) to assign next (secondary) on-call agent

[Lucas3594]

Hello all,

We have a requirement in my office to create a UI action which will assign the secondary on-call agent after the workflow 'On-Call: Assign' has been triggered and the primary on-call agent does not pick up his phone when we call him manually (no softphone integration in our ServiceNow instance, hence the need for the button).

The scenario is;
We do standby services for customers who can have technical problems on their HVAC installations for example.
If the customer calls our contact center, our operators have an on-call list from the installer of the HVAC system where we need to call the on-call agent who is reachable after office hours. We have customised the incident management for this and based on a few triggers (customer, issue, etc) there is a trigger rule which checks the correct on-call schedule and which assigns (assignment group + assigned to) the correct on-call agent. However if we perform a manual call to the primary on-call agent and he does not pick up his phone, we need to call the backup (secondary on-call agent). I would like to create a UI action which our operators can press once the first call has been made to the primary on-call agent and which will assign the secondary on-call agent.

Thank you in advance!