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

It is possible that:

1. there is no call medium for this contact;
2. this contact is scheduled for Day or Night, while the same option is disabled in their personal preferences.
3. the status of this contact is set to Absent, e.g. because the person has called in sick.

This is resolved as follows

Reasons 1 and 2

For the relevant contact, under Contact information, check the call media and personal preferences set. Adjust if necessary by clicking on the pen icon behind the relevant contact.

See numbers 6 to 9 of Flowchart and example situations|One week schedule/No adjustment of services|Menu service groups for further explanation.

Reason 3

For the relevant contact, check what the Status of this contact is (on or off).

See Contacts|Contacts set as absent for further explanation.