Uploading your on-call schedule

Using the Upload feature of the on-call app, you can set your schedule in advance for any length of time by completing a simple CSV file template. Templates are different depending on the type of schedule you are building, and all templates are available to download via the app. In this tutorial, you'll learn how to:

First, click the orange  Upload button to the right of the schedule you'd like to build.

A pop-up will open showing you  Step 1, downloading the template, and Step 2, uploading the template.

Step 1 - Download your On-Call Schedule Template

From the left side of the pop-up, click the green  Download button to download the template.

You will find the CSV template in your  Downloads folder, or it may appear in the lower left corner of your screen. This file type can be opened in Excel, and you'll see that each column is pre-filled with example information.

Note that the image below is based on the Reach On-Call template. Depending on what type of schedule you are uploading, the template will vary.

On-Call Template Options

Listed below are the 4 available templates and their corresponding column headers.

  • Email Only - Start Date, First Name, Last Name, Email, From Time, To Time
  • Cold Patch - Start Date, First Name, Last Name, Contact Number, From Time, To Time
  • Warm Patch - Start Date, First Name, Last Name, Contact Number, From Time, To Time, Result, Action
  • Reach - Start Date, First Name, Last Name, Contact Number, From Time, To Time, Result, Action, Queue, Type

How to Format your Data

Data must be entered specifically in order for the system to recognize your on-call details. Listed below, you'll find the proper format for each column header.

Start Date: You'll enter this with 1 or 2 digits for the month, 1 or 2 digits for the day, and 4 digits for the year, each separated with a forward slash (/).

  • 7/1/2016
  • 12/15/2016

First Name: This must match the staff list exactly.

Last Name: This must match the staff list exactly.

Email: This must match the staff list exactly.

Contact Number: You'll enter this number with 10 digits followed by a hyphen and the suffixes Home, Cell or Alt. The number must match the staff list exactly, including an "x" for alternate numbers with extensions.

  • 2155551421-Home
  • 9165556548-Cell
  • 8135553216x12-Alt

From and To Time: These columns only needs to be completed if you are building a custom schedule where we are contacting different staff members during separate blocks of time within the same 24-hour period. If yours is a standard schedule, you'll leave these columns blank.

Let's say that you are building a custom reach schedule, and your start/stop time is 6:00 AM. You have 3 blocks of time where we'll be contacting your staff members, and we'll be attempting to contact each staff member 3 times. Below is an example of how that would be configured on the template. Time should be entered in X:00/30 AM or X:00/30 PM format.

Result and Action: The If / Then section of Warm Patch and Reach On-Call schedules provide our operators with instructions on whether or not to leave you a message if they reach your voicemail. Depending on the schedule you are building, you'll need to complete these columns with any of the options listed below.

Reach

  • Voicemail - Leave Full Message, Leave Callback Number, No Message
  • No Answer - No Message

Warm Patch

  • Voicemail - Leave Full Message, No Message
  • No Answer - No Message

HIPAA Reach

  • Voicemail - Leave Callback Number, No Message
  • No Answer - No Message

HIPAA Warm Patch

  • Voicemail - No Message
  • No Answer - No Message

Queue and Type: These two columns are strictly a function of Reach schedules, and they will only be listed in the corresponding template. You'll need to complete both.

Queue - This indicates the time in between each dial-out.

  • 0 minutes
  • 2 minutes
  • 5 minutes
  • 10 minutes
  • 15 minutes
  • 20 minutes
  • 60 minutes

Type - This indicates how many times we will dial through your on-call list.

  • Infinity (Note that if the Infinity option is selected, Queue time must be greater than or equal to 10 minutes.)
  • 1x + End
  • 2x + End
  • 3x + End
  • 4x + End
  • 5x + End

Step 2 - Upload your Completed Template

Now that you've entered your schedule into the CSV template, you'll need to upload it. Click on the yellow  Upload button on the right side of the pop-up.

Once your file is uploaded, it will be listed to the right of the Upload button, and the blue  Next button will become active. Click Next to complete the upload.

If the upload is successful, you'll see the following message.

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