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Maintenance Call Trees allow you to determine which on-call service team member will receive emergency maintenance calls and in what order. First we detail how to access the property/properties to be updated in Site Manager.

Accessing Site Manager to Manage Maintenance Call Trees

1. When you first log in to Site Manager, click Select Property. You can only update one property at a time. If you manage multiple properties, you will need to update each call tree individually. 

NOTE: Due to the nature of the permissions in this space, certain options may display an "Access Denied" error at the top of your page. Close this by clicking on the X to close it and move on, there really is no error.

2. Click on the '+' sign next to Marketing in the navigation panel to open the options. Click on Call Automation, to access the Campaign screen. Please do not access the campaigns,

as this is all of the control settings for the property. Then click on the 'Call Trees' button in the upper right-hand corner. 

Managing the Call Tree

1. After clicking "Call Tree" you will see the 'Maintenance Call Tree'. This is the call tree you will be working with. NOTE: Please do not create a different call tree, as that causes a conflict with the current default tree.

Depending on how your emergency maintenance is managed will determine how the system is set up: 

a. Customer Call Tree - which allows you to customize each level of tree. Does not require technicians to be set up separately. Used when there is a dedicated phone to pass between team members.

b. On-Call Scheduler - requires each level to be set up in the scheduler. Also requires managing team members on the On-Call Tech list.

2. Click on 'Maintenance Call Tree.' 

It will look like this: 

3. Here are the best settings for the Maintenance Call Tree - Custom. 

4. Select 'Custom' for the remainder of the tree and add the information for each level as it applies to your community. NOTE: If you alternate the order of the technicians, you can drag and drop the order without having to change any data. 

 
 
Managing the Call Tree - On Call Scheduler and On-Call Techs

1. First, you must ensure all on-call technicians have been added to the system. To add technicians, click on 'Call Trees.'

2. Click on 'On Call Tech.'

3. If you are updating information for an existing team member, you can select the pencil to edit. To add a new team member, click 'Add On Call Tech.' 

4. Enter the technician's name, email, and phone number. You may leave the Employee Code field blank. Leave the section entitle "App Login (Optional)" blank and click 'Save Changes.'

5. Next, create the on-call schedule for your team members. From the Call Automation Setup Screen, select 'Call Trees.'

6. Select 'On Call Scheduler.'

7. Click on 'Assign Schedule.' 

8. Enter the information for this technician using the scheduler as shown below. Complete this step for all on-call technicians for as far into the future as they are scheduled. Select 'Save Changes' when complete. NOTE: You may need to back out of this screen and refresh your screen to see your saved changes. 

When all schedules have been entered, you should have a completed calendar that looks like this.  

9. Now you can edit or add a call tree if one doesn't already exist. Select 'Add Call Tree.'

10. Name your call tree, for example "Maintenance Call Tree." 

11. For the Callout Display Number - select the number labeled 'Property Website.' This is the number that the resident sees when an outgoing call is made.

12. Check the "Active" box to activate the call tree. DO NOT CHECK Use Call Tree Template.

13. Set "# of Times to Repeat Call Tree" to 1 to only present once before moving on in the workflow, or 2 if you want it to ring twice to the on-call team member before leaving the recorded message. 

14. Select "Technician" for the call tree. NOTE: When you select "Technician" you will see that a number of items are greyed out. That is because they are pulling from the on-call schedule you created. There is no need to edit them. 

15. If this will be the default call tree select 'Default call Tree.' In most cases, you should only have one call tree for maintenance. DO NOT COMPLETE the settings section. Click 'Save Changes.' 

When this call tree is active, the technician on call will receive the emergency call. If the technician does not pick up the call, the message will be sent via email as shown below. 

To learn more about retrieving missed calls while on-call, please review this QRG.