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

A name marked with a line through it means that the dialler cannot use this contact in the duty schedule. There are three possible reasons for this:

1. The contact has no call media configured.
2. The contact is scheduled for Daytime or Nighttime, but the same option is disabled in their personal preferences.
3. The contact status is set to Absent, for example because the person has called in sick.

Solution

Reasons 1 and 2

Open the relevant contact and check under Contact information:

• the configured call media;
• the personal preferences.

If necessary, edit the contact by clicking the pencil icon.

For an example, see steps 6 to 9 in Flowchart and example situations | One week schedule/No adjustment of services | Menu service groups.

Reason 3

Check whether the contact’s Status is set to Present.

See Contacts | Contacts set as absent for further explanation.