There is a name crossed out in the duty schedule. What is going on?

Possibility:

• no call medium has been entered for this contact.
• this contact is scheduled for Daytime or Nighttime, while the same option is disabled in their personal preferences.
• the status of this contact is set to Absence, e.g. because the person has called in sick.

This is resolved as follows

Reason 1 and 2

1. Go to Contacts and click on Service groups.
2. Click on the relevant service group; for example, Cultivation.
3. Under Contact information, check the call media and personal preferences set for the contact in question. Adjust if necessary:
   • Click on Edit;
   • Click on the pen icon behind the corresponding contact and adjust the personal preferences as required: no. 6: add call medium; no. 7: call medium sequence; no. 8: yes/no Acceptance time and setting for Daytime and Nighttime;
   • click Save (no. 9)

4. Click Save again.

Reason 3

1. Go to Contacts and click on the relevant contact.
2. Under Status, check the set presence or absence. When a contact is Absent, there is a red cross behind this contact. If Present, you will see a green tick. Adjust, if required.
   Reset contact to Present
   • At Status:, press Absent.
   • Press Yes.

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