Understanding on-call types
There are four types of on-call schedules that you can create using the SAS On-Call app. On-call schedules are commonly used in industries such as HVAC, Plumbing, Medical, Dental and Psychology practices, Property Management companies, and more.
All on-call schedules can be created in either a Standard or a Custom format.
- In a Standard schedule, the same person or group of people is on-call for the full 24-hour period from the Start time to the Stop time.
- In a Custom schedule, there are different people on-call during separate blocks of time within the 24-hour period.
In this tutorial, you'll learn the difference between:
Reach On-Call
With a reach on-call schedule, the operator will disconnect the call and our system will start reaching out to your staff members. In addition to adding staff members to your Reach list, you'll need to set a few parameters.
1. Type: This denotes the number of times that the system will dial through your schedule. There are several options to select from.
- 1x + End - we will dial through your on-call list once.
- 2x + End - we will dial through your on-call list twice.
- 3x + End - we will dial through your on-call list three times.
- 4x + End - we will dial through your on-call list four times.
- 5x + End - we will dial through your on-call list five times.
2. Queue: This denotes the number of minutes that the system will wait in between each reach Queue time is required for every schedule Type with the exception of 1x + End.
- 0 minutes
- 5 minutes
- 10 minutes
- 15 minutes
- 20 minutes
- 60 minutes
Note that if your Queue is set to 0 minutes, you can only have a maximum of 5 call out attempts.
4. Maximum Number of Outbound Calls
With a Reach schedule, the system can make a maximum of 10 outbound calls. For example, if you have 5 people in your on-call list, you could set a maximum Type of 2x + End. If you have 10 people in your on-call list, the maximum Type would be 1x + End.
Warm Patch On-Call
With a warm patch, the operator will remain on the line while attempting to connect the call to you. You have the option to accept or decline the call. If the call is declined or voicemail is reached, the operator will return to the caller and let them know that no one was available.
If we do not connect with your staff using the warm patch, you have the option to include a Reach or Cold Patch schedule following the warm patch.
- With a Reach, the operator would hang up with the caller and begin to dial out to your staff members.
- With a Cold Patch, the operator would transfer the caller directly to the number you provide following any warm patch attempts.
1. When adding staff members to any warm patch schedule, keep in mind you can have a maximum of 2 outbound calls.
2. If / Then Voicemail Instructions: You'll need to let the operators know what to do if you do not answer or we reach your voicemail.
If Voicemail, Then:
- Leave Full Message - Operators will leave complete message details in your voicemail, including who called, their callback number, and the reason for their call.
- No Message - If voicemail does not pick up, the operator will disconnect the call after several rings.
If No Answer, Then:
- No Message - If voicemail does not pick up, the operator will disconnect the call after several rings.
Note that if you have a HIPAA compliant schedule, you will only have the options Leave Callback Number or No Message.
Cold Patch On-Call
With a cold patch, the operator will transfer the caller directly to the number you provide and immediately drop off the line.
Email Only On-Call
The email on-call schedule operates independent of any other schedule type. This means that you can utilize an email schedule in conjunction with Reach, Warm Patch or Cold Patch.
Essentially, the script would be programmed so that the operators click a link to email your on-call staff prior to closing the call. This step can be followed by a Reach On-Call, Warm Patch, or Cold Patch.