Generic phone number usage in on-call schedule

[Rene Thijssen1]

I've searched the community and have found some posts regarding  the on-call schedule in ITSM and contact details but not regarding the case we have.
Currently all contact details are user related within the on-call schedule.
We have default team phone numbers (each team has its own on-call number)  that is to be dialed in case of emergency, this number is rotated amongst the on-call resources. This way the on-call phone number is always the same and with that on-call resource independent.
We are unable to find a way to post/present the on-call phone number in the on call schedule.

Does anybody have a similar situation and found a solution?

[mohithreddy]

On-call will not take a bare phone number. The roster needs a user.

Create a dummy user (for example NOC Hunt Group), put the generic number on that user as the SMS/voice Notify device, and put that user on the roster 24x7. That is the usual pattern for a hunt number.

Alternative: add the same shared number as a notification device on every rotating member, and keep the real users on the roster.

If you use Notify/Twilio, add the number to the On-Call group's Notify Number Group as well, or voice/SMS is skipped in the workflow.

There is no OOB "schedule with only a phone and zero members."

[VikiB_]

Hi Mohit,

I do not see that anyone wants a bare phone number with no users. I read the issue, and have the issue of the on-call group having an on-call# separate from the direct contact information on the group members profiles. 

Ideally, if a group is setup adequately, each member should have their direct contact number and email address for automations; however, some groups also have an on-call phone where they can use the inbound call log on a specific line for verification of the on-call activity - which shouldn't be done on personally owned devices.

I think what we are looking for is an OOB field to list that # and for that # to show on the schedule for all members as primary, keeping the individual phone information as secondary for each member of the rotation; in case the on-call# is not answered for any reason. Although the solution is customizable and this can be added per organization if their architect agrees with the business case for it, this may preclude the functionality related to versioning where other, new, OOB features may interrupt the customization.

Not every organization uses the Notify/Twillo options as there are separate costs associated to those; therefore, people are looking for a solution to listing the on-call phone in addition to the on-call-person's phone.