Admin Call Routing Configuration

Document ID: PLCY-ADM-002
Version: 1.0
Effective Date: December 30, 2025
Last Review: December 30, 2025
Owner: Hop And Haul Team

CONFIDENTIAL

This document is CONFIDENTIAL and for internal use only. Do not distribute outside the organization.

1. Purpose

This document defines the admin dashboard capabilities for configuring voice call routing, on-call schedules, role assignments, and escalation rules. It provides guidance for fleet administrators and operations staff on managing the voice agent escalation system.

Related Documents:

PLCY-VOI-003 - Voice Escalation Procedures
PLCY-VOI-001 - Voice Agent Integration Policy
PLCY-ACC-001 - Access Control Matrix

2. Dashboard Overview

2.1 Access Levels

Role	Capabilities
Hop And Haul Admin	Full access: all fleets, global settings
Fleet Admin	Fleet-scoped: own fleet settings only
Safety Ops Manager	Safety settings: on-call, escalation rules
Support Manager	Support settings: schedules, routing

2.2 Dashboard Sections

┌─────────────────────────────────────────────────────────────────────┐
│  ADMIN DASHBOARD - Call Routing                                     │
├─────────────────────────────────────────────────────────────────────┤
│                                                                      │
│  ┌─────────────┐  ┌─────────────┐  ┌─────────────┐  ┌────────────┐ │
│  │ On-Call     │  │ Role        │  │ Escalation  │  │ Reports    │ │
│  │ Schedules   │  │ Assignments │  │ Rules       │  │            │ │
│  └─────────────┘  └─────────────┘  └─────────────┘  └────────────┘ │
│                                                                      │
│  ┌─────────────┐  ┌─────────────┐  ┌─────────────┐                 │
│  │ Notification│  │ Fleet       │  │ Audit       │                 │
│  │ Settings    │  │ Overrides   │  │ Log         │                 │
│  └─────────────┘  └─────────────┘  └─────────────┘                 │
│                                                                      │
└─────────────────────────────────────────────────────────────────────┘

3. On-Call Schedule Management

3.1 Schedule Types

Type	Description	Use Case
Rotating	Cycles through team members	Safety Ops weekly rotation
Fixed	Same person always on-call	Small team operations
Calendar-based	Specific dates/times assigned	Support coverage
Hybrid	Rotating with manual overrides	Vacation coverage

3.2 Creating a Rotation Schedule

UI Flow:

1. Navigate to: On-Call Schedules → Create New
2. Select Role: Safety Ops / Driver Support / Fleet Admin
3. Select Type: Rotating
4. Add Team Members:
   - Name: [Alice Smith]
   - Phone: [+1XXXXXXXXXX]
   - Email: [alice@example.com]
   [Add Another]
5. Configure Rotation:
   - Rotation Period: Weekly / Daily / Custom
   - Start Day: Monday
   - Handoff Time: 9:00 AM
6. Set Backup Rules:
   - Backup Assignment: Next in rotation
   - Escalation Timeout: 30 seconds
7. Save Schedule

3.3 Schedule Configuration Options

Option	Values	Default
Rotation period	Daily, Weekly, Bi-weekly, Monthly	Weekly
Handoff time	Any time	9:00 AM local
Timezone	Any timezone	Fleet timezone
Backup rule	Next in rotation, Specific person, Skip to manager	Next in rotation
Escalation timeout	15s, 30s, 60s, 120s	30s

3.4 Schedule Calendar View

┌─────────────────────────────────────────────────────────────────────┐
│  Safety Ops On-Call - January 2026                                  │
├─────────────────────────────────────────────────────────────────────┤
│  Sun   Mon   Tue   Wed   Thu   Fri   Sat                           │
│                    1     2     3     4                              │
│                    Alice Alice Alice Alice                          │
│                                                                      │
│  5     6     7     8     9     10    11                            │
│  Alice Bob   Bob   Bob   Bob   Bob   Bob                           │
│                                                                      │
│  12    13    14    15    16    17    18                            │
│  Bob   Charlie Charlie Charlie Charlie Charlie Charlie              │
│                          (override: Alice - vacation)               │
└─────────────────────────────────────────────────────────────────────┘

3.5 Manual Overrides

Override Types:

Type	Description	Duration
Swap	Exchange shifts with another	Permanent until next rotation
Cover	Temporary coverage	Specified date range
Block	Mark unavailable	Specified date range

Creating an Override:

1. Click on calendar date
2. Select: Swap / Cover / Block
3. If Swap: Select swap partner
4. If Cover: Select covering person + date range
5. If Block: Specify date range + require coverage assignment
6. Add reason (optional)
7. Notify affected parties: Yes/No
8. Confirm

3.6 Holiday & Exception Handling

Setting	Options
Holiday calendar	US Federal, Custom, None
Holiday behavior	Normal rotation, Skip, Specific assignment
Exception dates	Custom list of dates with special handling

4. Role Assignment

4.1 Role Types

Role	Scope	Assignable By
Safety Ops	Global	Hop And Haul Admin
Driver Support	Global	Hop And Haul Admin, Support Manager
Fleet Admin	Per-fleet	Hop And Haul Admin, Fleet Owner

4.2 Assigning Roles

UI Flow:

1. Navigate to: Role Assignments → [Role Type]
2. Click: Add Team Member
3. Enter:
   - Name: [Full Name]
   - Email: [work email]
   - Phone: [mobile for on-call]
4. Set Permissions:
   - Can be on-call: Yes/No
   - Can modify schedules: Yes/No
   - Can configure routing: Yes/No
5. Training Status:
   - Required training completed: [checkbox]
   - Training completion date: [date]
6. Save Assignment

4.3 Fleet Admin Delegation

For Fleet Admins, additional configuration:

Setting	Description
Fleet assignment	Which fleet(s) this admin manages
Escalation recipient	Receives escalations for their fleet
Hours of availability	When they can receive calls
Backup delegation	Who covers when unavailable

5. Escalation Rules

5.1 Rule Components

Component	Description
Trigger	What initiates the escalation
Condition	Additional criteria to match
Destination	Where to route
Timeout	How long before escalating further

5.2 Default Escalation Rules

Priority	Trigger	Destination	Timeout	Next Step
1	Safety keywords	Safety Ops Primary	30s	Safety Ops Backup
2	Support keywords	Driver Support	60s	Safety Ops
3	Fleet-specific	Fleet Admin	60s	Driver Support
4	Unresolved (3x)	Driver Support	60s	Voicemail
5	System error	Driver Support	30s	Voicemail

5.3 Creating Custom Rules

UI Flow:

1. Navigate to: Escalation Rules → Create New
2. Define Trigger:
   - Type: Keyword / Event / Time-based
   - If Keyword: Enter keywords (comma-separated)
   - If Event: Select from list
   - If Time-based: Set schedule
3. Add Conditions (optional):
   - Driver fleet: [specific fleet or any]
   - Vehicle state: [MOVING, STOPPED, PARKED, any]
   - Time of day: [business hours, after-hours, any]
4. Set Destination:
   - Role: Safety Ops / Driver Support / Fleet Admin
   - Specific person (optional)
5. Configure Timeout:
   - Duration: [seconds]
   - On timeout: Next in chain / Voicemail / Specific person
6. Set Priority:
   - Higher priority = evaluated first
7. Enable/Disable
8. Save Rule

5.4 Rule Priority & Evaluation

INCOMING ESCALATION:
  ↓
┌─────────────────┐
│ Evaluate rules  │
│ by priority     │
│ (highest first) │
└────────┬────────┘
         ↓
   ┌─────────────┐
   │ Rule 1      │ ← Priority 100 (Safety)
   │ matches?    │
   └─────┬───────┘
     Yes │ No
         │   ↓
         │ ┌─────────────┐
         │ │ Rule 2      │ ← Priority 50 (Support)
         │ │ matches?    │
         │ └─────┬───────┘
         │   Yes │ No
         │       │   ↓
         │       │ ┌─────────────┐
         │       │ │ Default     │ ← Fallback
         │       │ │ rule        │
         │       │ └─────────────┘
         ↓       ↓
   ┌─────────────────┐
   │ Route to        │
   │ destination     │
   └─────────────────┘

5.5 Fleet-Specific Rules

Fleet Admins can create rules scoped to their fleet:

Rule Type	Example
Custom keywords	Route "dispatch" to fleet-specific line
Time-based	After 6 PM → voicemail only
Driver-specific	VIP drivers → priority routing

6. Notification Configuration

6.1 Notification Channels

Channel	Use Case	Configuration
Phone call	Critical escalations	Phone number required
SMS	Backup notification	Phone number required
Push notification	All escalations	PagerDuty app required
Email	Low priority, summaries	Email required

6.2 PagerDuty Integration

Setup:

1. Navigate to: Notification Settings → PagerDuty
2. Enter API Key: [PagerDuty API key]
3. Configure Services:
   - Safety Ops Service ID: [service_id]
   - Driver Support Service ID: [service_id]
4. Map Escalation Policies:
   - P1 (Critical) → Safety Ops
   - P2 (High) → Driver Support
   - P3 (Normal) → Driver Support
5. Test Connection
6. Save

6.3 Notification Preferences (Per User)

Setting	Options
Primary contact	Phone / SMS / Push
Backup contact	Phone / SMS / Push / Email
Quiet hours	Time range to suppress non-critical
Critical override	Always notify for safety (cannot disable)

7. Fleet Overrides

7.1 Override Types

Override	Description
Routing override	Route all calls for a fleet differently
Hours override	Different availability hours
Escalation override	Custom escalation chain
Blackout	Temporarily disable voice agent for fleet

7.2 Creating Fleet Overrides

Example: Custom Routing

Fleet: Acme Trucking
Override Type: Routing
Configuration:
  - All support calls → Fleet Admin (John) first
  - Timeout: 45 seconds
  - Fallback: Standard Driver Support
  - Effective: Immediately
  - Expiration: Ongoing (no end date)

7.3 Emergency Blackout

For fleet-wide voice agent disable:

1. Navigate to: Fleet Overrides → [Fleet Name]
2. Click: Emergency Blackout
3. Select Duration:
   - 1 hour
   - 4 hours
   - 24 hours
   - Until manually disabled
4. Set Message:
   "Voice agent temporarily unavailable. Please use the app or
    call [backup number] for assistance."
5. Notify Fleet Admin: Yes
6. Confirm Blackout

8. Audit & Reporting

8.1 Audit Log

Logged Events:

Event	Details Captured
Schedule change	Who, what changed, when
Role assignment	Who assigned, to whom, role
Rule modification	Rule ID, changes, by whom
Override creation	Override details, reason
Configuration export	Who, what exported

8.2 Reports

Available Reports:

Report	Description	Frequency
Escalation Summary	Count by type, outcome	Daily, Weekly, Monthly
Response Time	Average, P95 by role	Daily, Weekly
Coverage Gaps	Periods with no on-call	Weekly
On-Call Hours	Hours per person	Weekly, Monthly
Resolution Rate	First-call resolution %	Weekly

8.3 Report Configuration

1. Navigate to: Reports → Schedule Report
2. Select Report Type: [Escalation Summary]
3. Set Parameters:
   - Date range: Last 7 days
   - Group by: Role / Fleet / Outcome
   - Include: All fleets / Specific fleet
4. Set Delivery:
   - Email to: [recipients]
   - Format: PDF / CSV
   - Frequency: Weekly (Monday 9 AM)
5. Save Schedule

8.4 Dashboard Metrics

Real-Time Dashboard:

┌─────────────────────────────────────────────────────────────────────┐
│  CALL ROUTING DASHBOARD                                             │
├─────────────────────────────────────────────────────────────────────┤
│                                                                      │
│  ┌──────────────┐  ┌──────────────┐  ┌──────────────┐              │
│  │ Active Calls │  │ Escalations  │  │ Avg Response │              │
│  │      3       │  │  Today: 12   │  │    45 sec    │              │
│  └──────────────┘  └──────────────┘  └──────────────┘              │
│                                                                      │
│  On-Call Now:                                                        │
│  ┌────────────────────────────────────────────────────────────────┐ │
│  │ Safety Ops: Alice Smith (Primary), Bob Johnson (Backup)        │ │
│  │ Driver Support: Charlie Brown                                   │ │
│  └────────────────────────────────────────────────────────────────┘ │
│                                                                      │
│  Recent Escalations:                                                 │
│  ┌────────────────────────────────────────────────────────────────┐ │
│  │ 14:32 | Support | John D. | App issue | Resolved (2 min)       │ │
│  │ 14:15 | Support | Jane S. | Navigation | Resolved (5 min)      │ │
│  │ 13:45 | Safety  | Mike R. | Accident   | Resolved (15 min)     │ │
│  └────────────────────────────────────────────────────────────────┘ │
│                                                                      │
└─────────────────────────────────────────────────────────────────────┘

9. Single-Person Operations Mode

9.1 Enabling Single-Person Mode

For small fleets or startups with limited staff:

1. Navigate to: Settings → Operations Mode
2. Select: Single-Person Operations
3. Configure Primary Operator:
   - Name: [Operator Name]
   - Phone: [Primary phone]
   - Email: [Email]
   - Backup Phone: [Secondary phone]
4. Set Availability:
   - Available hours: [8 AM - 10 PM]
   - Timezone: [Local timezone]
5. After-Hours Behavior:
   - Safety calls: Page operator (phone + SMS)
   - Support calls: Voicemail + SMS notification
   - Message: [Custom voicemail message]
6. Enable Mode

9.2 Single-Person Dashboard

Simplified view for single-operator mode:

┌─────────────────────────────────────────────────────────────────────┐
│  SINGLE OPERATOR MODE                                               │
├─────────────────────────────────────────────────────────────────────┤
│                                                                      │
│  Status: AVAILABLE                    [Toggle Availability]         │
│                                                                      │
│  ┌──────────────────────────────────────────────────────────────┐   │
│  │ You will receive:                                              │  │
│  │  • All safety escalations (immediate)                         │  │
│  │  • All support escalations (immediate during available hours)  │ │
│  │  • Voicemail alerts (after hours)                             │  │
│  └──────────────────────────────────────────────────────────────┘   │
│                                                                      │
│  Today: 3 escalations handled, 0 pending                            │
│                                                                      │
│  [View History]  [Update Settings]  [Set Backup]                    │
│                                                                      │
└─────────────────────────────────────────────────────────────────────┘

10. API Access

10.1 Configuration API Endpoints

Endpoint	Method	Purpose
`/api/admin/schedules`	GET, POST, PUT, DELETE	Manage on-call schedules
`/api/admin/roles`	GET, POST, PUT, DELETE	Manage role assignments
`/api/admin/rules`	GET, POST, PUT, DELETE	Manage escalation rules
`/api/admin/overrides`	GET, POST, PUT, DELETE	Manage fleet overrides
`/api/admin/notifications`	GET, PUT	Configure notifications

10.2 Example: Update On-Call Schedule

http

PUT /api/admin/schedules/{schedule_id}
Authorization: Bearer {token}
Content-Type: application/json

{
  "rotation": {
    "period": "weekly",
    "handoff_day": "monday",
    "handoff_time": "09:00",
    "timezone": "America/New_York"
  },
  "members": [
    { "user_id": "usr_alice", "order": 1 },
    { "user_id": "usr_bob", "order": 2 },
    { "user_id": "usr_charlie", "order": 3 }
  ],
  "backup_rule": "next_in_rotation",
  "escalation_timeout_seconds": 30
}

11. NIST 800-53 Control Mapping

Control	Title	Implementation
AC-2	Account Management	Role assignments, access control
AC-3	Access Enforcement	Role-based dashboard access
AU-2	Event Logging	Configuration change audit log
AU-6	Audit Review	Reporting and metrics
CM-3	Configuration Change Control	Audit trail for changes

12. Document Control

Version	Date	Author	Changes
1.0	December 30, 2025	Hop And Haul Team	Initial release

Admin Call Routing Configuration ​

1. Purpose ​

2. Dashboard Overview ​

2.1 Access Levels ​

2.2 Dashboard Sections ​

3. On-Call Schedule Management ​

3.1 Schedule Types ​

3.2 Creating a Rotation Schedule ​

3.3 Schedule Configuration Options ​

3.4 Schedule Calendar View ​

3.5 Manual Overrides ​

3.6 Holiday & Exception Handling ​

4. Role Assignment ​

4.1 Role Types ​

4.2 Assigning Roles ​

4.3 Fleet Admin Delegation ​

5. Escalation Rules ​

5.1 Rule Components ​

5.2 Default Escalation Rules ​

5.3 Creating Custom Rules ​

5.4 Rule Priority & Evaluation ​

5.5 Fleet-Specific Rules ​

6. Notification Configuration ​

6.1 Notification Channels ​

6.2 PagerDuty Integration ​

6.3 Notification Preferences (Per User) ​

7. Fleet Overrides ​

7.1 Override Types ​

7.2 Creating Fleet Overrides ​

7.3 Emergency Blackout ​

8. Audit & Reporting ​

8.1 Audit Log ​

8.2 Reports ​

8.3 Report Configuration ​

8.4 Dashboard Metrics ​

9. Single-Person Operations Mode ​

9.1 Enabling Single-Person Mode ​

9.2 Single-Person Dashboard ​

10. API Access ​

10.1 Configuration API Endpoints ​

10.2 Example: Update On-Call Schedule ​

11. NIST 800-53 Control Mapping ​

12. Document Control ​

Admin Call Routing Configuration

1. Purpose

2. Dashboard Overview

2.1 Access Levels

2.2 Dashboard Sections

3. On-Call Schedule Management

3.1 Schedule Types

3.2 Creating a Rotation Schedule

3.3 Schedule Configuration Options

3.4 Schedule Calendar View

3.5 Manual Overrides

3.6 Holiday & Exception Handling

4. Role Assignment

4.1 Role Types

4.2 Assigning Roles

4.3 Fleet Admin Delegation

5. Escalation Rules

5.1 Rule Components

5.2 Default Escalation Rules

5.3 Creating Custom Rules

5.4 Rule Priority & Evaluation

5.5 Fleet-Specific Rules

6. Notification Configuration

6.1 Notification Channels

6.2 PagerDuty Integration

6.3 Notification Preferences (Per User)

7. Fleet Overrides

7.1 Override Types

7.2 Creating Fleet Overrides

7.3 Emergency Blackout

8. Audit & Reporting

8.1 Audit Log

8.2 Reports

8.3 Report Configuration

8.4 Dashboard Metrics

9. Single-Person Operations Mode

9.1 Enabling Single-Person Mode

9.2 Single-Person Dashboard

10. API Access

10.1 Configuration API Endpoints

10.2 Example: Update On-Call Schedule

11. NIST 800-53 Control Mapping

12. Document Control