Changing a 24/7 transfer to a business hours transfer

Adding a transfer option to your script is a perfect way to use a Specialty Answering Service agent as your personal virtual receptionist. The Call Script Builder makes modifying a transfer step easy, so that we are only transferring calls during the hours you want to receive them.

This tutorial will describe how to modify any 24/7 transfers you already have built into your script so that we are transferring calls during business hours only. We'll be tackling this build in a few parts:

  • Use Profile Information: You'll be editing the transfer step in your existing script by updating the contact number listed in your Profile.
  • Add an Outcome: After hours calls will go to an Outcome step.
  • Finding the Path Assignment: Before you can verify the transfer number and transfer hours, you'll need to find out which Profile is tied to your Warm Transfer.
  • Verifying the Transfer Number: You'll need to make sure we have the right transfer number in your Profile.
  • Edit Your Business Hours: Set the hours you want us to transfer calls. If calls come in after the hours listed, we'll end the call instead of transferring.

If you don't already have transfers built into your script, please visit our transfer overview page for links on how to add warm and cold transfers.

Please note that in this tutorial, we'll be talking about the various script variables we have in our tutorials on building 24/7 transfers, such as WarmTransferRob. Your script will look different with different variables, but the concepts are the same.

Use Profile Information

1. Navigate to the Call Script Builder so you can access your answering service script. Click on the Scripts link from the left navigation. Next, click the script you'd like to edit, and then click Edit your script in the upper right corner.

2. With your call script open, click on the existing Transfer step to pull up the details.

3. Next to the Transfer field, you'll see the number we are transferring to. In order to transfer during business hours, we're going to replace the number with {{Profile.PhoneNumber}}. This will tell the script to use the Profile information for the transfer. 

4. Click the blue checkmark to continue. Then click Publish Changes to save your work.

Congratulations! You've set the Warm Transfer steps to pull the transfer number and business hours from the profile they are assigned to. Now you'll need to complete the After Hours closing.

Adding the Closed Outcome

With the {{Profile.PhoneNumber}} in place, we'll need to make sure that when calls come in after hours, our operators aren't transferring them to you. To do this, we'll need to add an Outcome step to our Closed option.

Click on the arrow sign to expand the Closed step under the Transfer step. You may see a red Path Incomplete note, or you may see an existing step. 

If your script says Path Incomplete, go to the section labeled New Step below. If you see an existing step, skip down to the section labeled Existing Step.

New Step

1. Click on the Transfer step to edit. 

2. Then, from the Next drop down menu on the right, select New Outcome.

3. Click the blue checkmark to continue. Then page forward in your script until you get to the new Outcome step. 

4. Once you get to the new step, click the gray Message icon to begin editing.

  • Text: The text in the transfer step typically asks the caller to hold a moment, and also includes instructions for the operators on what to do if they reach voicemail. If you'd like, you can copy and paste this text and coding directly into your script: Okay, {{FirstName}}. It is after hours and no one is available to take your call, but I'll pass your message along and someone will reach out to you during business hours. Thank you for calling and have a nice day!
  • URL (optional): If you want to utilize an Automated Reach On-Call, you can integrate it here. Otherwise, you can leave this field blank.
  • Transfer (optional): If you want the call to be cold transferred, you can add the number here. Otherwise, you can leave this field blank.
  • Outcome: Since the call came through our Emergency Calls path and it was received after hours, we'll use the outcome Emergency Calls - After Hours here.

3. Finally, click the blue checkmark, then click Publish Changes

If you have a second warm transfer, you'll repeat these steps in the second transfer's After Hours step.

Congrats! You've just added your closing. You can skip past the Existing Step instructions below and go right to the Finding the Path Assignment step.

Existing Step

You may already have some script steps in your after hours path. If you do, then use the instructions below to remove those steps and replace it with your new closing.

1. Click on the Transfer step, and you'll see the Next Step details appear on the right. 

2. In order to replace the existing step within the Closed option, you'll need to expand the Next drop down and select New Outcome.

4. Once you've told the script you want the Closed option to go to a New Outcome, you'll need to configure the New Outcome step. You can refer to the New Step instructions above, or check out this article.

When you are finished making updates, don't forget to click Publish Changes.

Finding the Path Assignment

Once you've added your After Hours closing in the above steps, you'll need to make sure the path is assigned to the correct Profile. This is how our system finds out what hours we are transferring calls and when we are telling callers you aren't available. All of this information is housed in the Business Hours section of your Profile.

In the steps below, you'll just be finding out which Profile is tied to the call patching path. In the next section, we'll learn how to adjust those hours.

1. Click on the very first step labeled CallReason. This will bring up the greeting step on the left..

2. At the bottom of the greeting step, you'll see a list of the various paths in your script, as well as the Profile they are assigned to and the Next Step. In our example below, the Emergency Calls path is assigned to the Urgent Calls Profile. To update where the path is assigned, follow the tutorial How to Assign a Call Path to a Specific Profile. Then, continue to Verifying the Transfer Number.

Our script was pretty simple so the Profile Assignment was handled right from that first step. If your script is a bit more complicated, you'll want to check the options menu step where we're attempting the transfer. Profile assignments are kind of like a race, the last Profile assigned to a path wins!

Verifying the Transfer Number

You're almost done! Now we'll need to make sure we're transferring calls to the right number.

1. In SAS Desk, click the Profiles tab on the left-hand navigation panel and select the Profile you wish to edit.

2. The first section,  Profile information, contains the number that the Call Script Builder is going to pull for your Warm Transfer steps. This number should be listed with a 1 + the number, with no spaces or dashes. For example, 12155554738. Update the number if necessary, and then click the yellow Update button at the top.

Edit Your Business Hours

Now you'll need to make sure your business hours are set so that we are only transferring during certain times. 

1. Scroll down the Profile page to the  Business hours settings section.

2. Set the  Time Zone. Then, check the days of the week that your office is open, as well as the days of the week that you are closed for lunch (this is considered After Hours).

3. Use the  From and To drop downs to adjust your business and lunch hours under each day of the week. Then, click the yellow Update button next to Business hours settings.

Congratulations! You've changed your 24/7 Warm Transfer to a business hours transfer. Now we'll only be transferring calls to you during business hours. All other times, we'll tell callers you aren't available.

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