Call Patching and Reach

Call Patching and Reach On-Call are two services that can be added to your account beyond basic message taking. They offer the option of transferring calls to you directly while the caller is on hold (patching) or hanging up with the caller and attempting to call you or your staff immediately with the message (reach).

When you receive a call, our operators will make two attempts to patch. After the second unsuccessful attempt, the operator will get back on the line with the caller and take a message. If you would like your calls patched, we need the following:

  • A list of the employees we are patching to + the patch order
  • Cell phone, home phone, or alternate phone for each employee
  • When we are patching – 24 Hours, Business Hours, After Hours, or Business + After Hours
  • If we are patching Business + After Hours, be sure and send the protocol for each set
  • What type of call patch you would like – Warm or Cold transfer
  • Whether we should leave a message if we reach voicemail

NOTE: If you would like us to patch calls to an extension, we can only do that via a warm transfer. For cold transfers, we will need the direct dial number associated with the specific extension.

If you would like us to reach out to you when you receive a call, we need the following:

  • A list of the employees we are reaching out to
  • Cell phone, home phone, or alternate phone for each employee
  • When we are reaching out – 24  Hours, Business Hours, After Hours, or Business + After Hours
  • If we are reaching out Business + After Hours, be sure and send the protocol for each set
  • How long the operator waits after no answer to retry (Queue Minutes: 0, 2, 5, 10, 15, 20, or 60)
  • How many times we should cycle through your phone tree before giving up (Types: 1 time, 2 times, 3 times, 4 times, 5 times, or Infinity until we reach someone)
  • The outcome/Action – If we reach your voicemail (Result), should we leave a message (Action)?

To view current pricing information, please visit our pricing page. For questions about call patching and reach, or if you would like to add either of these services to your account, feel free to contact our Customer Service department:

Via phone:

  • 1-866-688-8912

Via email:

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