How to edit an on-call schedule
There may be times when you need to make a minor on-call change a specific calendar date that has already been scheduled. This can be accomplished in just a few simple steps. Below you will find the following instructions for updating your on-call schedule:
- Editing a Specific Date
- Editing a Date Range
- Move Editing
- Date Extend Editing
- Clearing a Schedule
- Printing Your Calendar
Before editing your on-call schedule, make sure you have your staff list up to date. Check out this article for instructions.
Editing a Specific Date
1. If you would like to view and edit call handling on a specific date, click on that date on the calendar. To the right, you will see a large yellow box showing how the date is programmed.
2. You may edit instructions for a specific date by clicking the white Edit button within the gray box as shown above. The page will automatically scroll up to the heading Set the schedule for. Next to Schedule active from, you will see the same From and To date.
NOTE: You can also use the Quick Set features to set multiple days at once.
3. Under Contact settings, click the blue Edit button to the right of the information you would like to edit. In this example, we will edit contact #1. The line will appear in yellow.
4. Adjust the contact information, then click the dark blue Save button.
NOTE: You can also click the red X to remove a name from your reach instructions.
After clicking Save, you will see that the information is changed, but you will not receive a pop-up message.
5. Next, click the large blue Save button to the bottom right of the yellow bar.
A pop-up window will open asking if you are sure you would like to make these changes.
6. Click Yes. Another pop-up will open.
7. Click OK. Now, scroll back down to the calendar. Click on the date you just edited, and you will see your new information in the large yellow box.
Editing a Date Range
1. If you would like to edit call handling for a date range, click on the first date in the sequence on the calendar. To the right, you will see a large yellow box showing how the date is programmed.
2. You may edit instructions for a date range by clicking the white Edit button within the yellow box of the first date. The page will automatically scroll up to the heading Set the schedule for.
3. Next to Schedule active from, you will see the same From and To date. Use the calendar pop-ups to adjust your dates.
NOTE: If you do not adjust your dates, the schedule will default to Infinity.
4. Then, under Contact settings, click the blue Edit button to the right of the information you would like to edit. The line will appear in yellow.
5. Adjust the contact information, then click the dark blue Save button.
NOTE: You can also click the red X to remove a name from your reach instructions.
After clicking Save, you will see that the information is changed, but you will not receive a pop-up message.
6. Click the large blue Save button to the bottom right of the yellow bar.
A pop-up window will open asking if you are sure you would like to make these changes.
7. Click Yes. Another pop-up will open.
8. Click OK. Now, scroll back down to the calendar. Click on the dates you just edited, and you will see your new information in the large yellow box.
Move Scheduling
If you'd like to move the schedule from a previous date to a future date, left click on the date you'd like to move, and drag it through the calendar to the date you are trying to fill.
Date Extend Scheduling
To extend a schedule forward through several dates, hover over the right side of the color block, and you will see a double arrow.
Then, left click and drag the color block through the dates you are scheduling.
Clearing Your Schedule
1. You can clear your schedule by clicking the red X in any calendar date. Alternately, you can use the red Clear all or Clear this month buttons at the top right of the calendar.
A pop-up window will open asking if you are sure you would like to make these changes.
2. Click Yes. Scroll back down to the calendar and you will see that the date you wanted to clear is now blank.
Printing Your Updated Calendar
If you would like to print your updated calendar, click the Print button in the top left corner of the full calendar.
A printer-friendly version of your calendar will open, showing you the names programmed into your on-call schedule for each day.
Once you've successfully updated your on-call schedule, you can test it by calling your forwarding number directly and having the agent go through the script to trigger the on-call. Note Reaches will only work via a live call.