> ## Documentation Index
> Fetch the complete documentation index at: https://help.latchel.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How to Troubleshoot On-Call Alerts for Your Technicians

> Help your on-call technicians receive Latchel alerts by call or text, and learn what to check when they don't.

> [!NOTE]
>
> **This guide is for property managers who use on-call alerts.** Share it with your on-call technicians so they know how to make sure alerts reach them. On-call needs the ER-SaaS-RBP package with "On-Call". If you're not sure it applies to you, reach out to your Customer Success Manager.

Nothing slows down an emergency like an alert that never reaches your technician. This guide helps your technicians get on-call calls and texts from Latchel, and shows what to check when they don't.

> [!TIP]
>
> **In other words:**
>
> Make sure the technician's number is right, let Latchel's alerts through on their phone, and reply to the alert to accept it.

## **How On-Call Alerts Reach Your Technicians**

> [card] Calls or texts
>
> Alerts notify your technician by call or text.

> [card] Reply to accept
>
> A technician accepts an alert by replying to the call or text.

> [card] No reply, next person
>
> If the technician takes no action, the alert passes to the next person in the rotation.

> [card] Email as a last resort
>
> If no one acknowledges after all attempts, the final escalation group gets an email.

New to contact rotations? See the guide below to learn how alerts move through them.

> [card] [Contact Rotation: Getting Started](https://help.latchel.com/s/topic/0TO5e000000h9wqGAA/on-call-rotation-getting-started.md)
>
> How contact rotations work and how alerts move through them.

## **How to Make Sure Technicians Receive On-Call Alerts**

**1. **Check the technician's phone number in the rotation****

Open your contact rotation and confirm each technician's phone number is correct.

![Contact rotation showing each technician's phone number](https://mintlify.s3.us-west-1.amazonaws.com/latchel-81/images/on-call-check-tech-phone.png)

Need the steps for opening or editing a rotation? See the guide below.

> [card] [How to Set Up and Edit a Contact Rotation](https://help.latchel.com/s/topic/0TO5e000000h9wqGAA/How-to-Set-up-an-On-Call-Rotation.md)
>
> Create a rotation, add layers and people, and change it later.

**2. **Let the Latchel on-call number through on the technician's phone****

Have each technician save the Latchel on-call number and allow calls and texts from it.

Make a one-page setup guide with your logo and your Latchel numbers, then download it or share the link with your technicians. It covers the iPhone and Android settings step by step.

> [card] [Technician Setup Guide for Emergency Alerts](https://help.latchel.com/s/topic/0TO5e000000h9wqGAA/technician-emergency-alerts-setup-guide.md)
>
> Build a branded one-pager that shows technicians how to let on-call calls and texts through.

**3. **Reply to the alert to accept it****

When an alert comes in by call or text, the technician replies to accept it.

**4. **Add a backup contact****

Add backup layers to your rotation so the alert moves on if the first technician can't answer. See the guide below.

> [card] [How to Set Up and Edit a Contact Rotation](https://help.latchel.com/s/topic/0TO5e000000h9wqGAA/How-to-Set-up-an-On-Call-Rotation.md)
>
> Create a rotation, add layers and people, and change it later.

## **Things to Remember**

> [!TIP]
>
> The shortest wait between alert attempts is 2 minutes. Normal phone delays can stretch that to about 3 minutes, so technicians should keep their phones close.

> [!NOTE]
>
> After a technician accepts an alert, they can call the resident from the alert page. See the guide below.
>
> > [card] [How to Call a Resident From an On-Call Alert](https://help.latchel.com/s/topic/0TO5e000000h9wpGAA/how-to-call-a-resident-from-an-on-call-alert.md)
> >
> > Call the resident straight from the alert page after you accept it.

## **Frequently Asked Questions**

> [accordion] What if a technician still isn't getting alerts?
>
> Check the phone number in the rotation first, then check that the technician allows calls and texts from the Latchel on-call number. If it still doesn't work, email [**success@latchel.com**](mailto:success@latchel.com).

> [accordion] What happens if nobody answers the alert?
>
> The alert passes to the next person in the rotation. If no one acknowledges it after all attempts, the final escalation group gets an email.