Often we have uses cases to pull in multiple people from a group or the entire group itself when starting a conference call. We might also want to leverage On-call product by trying to run up an escalation to ensure the correct Rota Member is engaged for the conference call.
All these scenarios can be achieved by tweaking certain properties.
By default when you open the Start Conference Modal on the Task record, or via the Service Operations workspace you are prompted with a UI that lets you add groups to your meeting.
If you go ahead and the group directly, then all the rota members are pulled in and added
However you may want to run an escalation flow and not engage individual members. This can be achieved by tweaking the property - com.snc.notify.default.conference_call_follow_on_call_escalation. You can read more about granular table level control in the property description on your instance. There are properties for Major Incident use cases as well ( or pure IAM/TCM ) - sn_comm_management.com.snc.tcm.conference_call_follow_on_call_escalation & com.snc.iam.conference_call_follow_on_call_escalation
With this instead of individuals, the conference call will try to pull in Primary and then secondary and so on. The workflow that drives this is called - On-Call: Conference Call Escalation.
Now lets say, one does not want to leverage and want to bypass the on-call. The above OOB properties will not let you do so since its deemed that On-call rota should have been created.
But we have now added a way to avoid this error and go without On-call escalation if there is no rota defined.
By adding a property com.snc.notify.default.add_all_members_on_no_rota_defined ( iam and tcm also have their similar properties ) one could bypass Rota empty scenarios.
Do note that if a rota is defined and has no members you will still see the error since as per rota no one is available.
