SAS Flex Call Patching FAQs

If your account is programmed to include transfers, you may have heard the terms "patch" and "transfer" used interchangeably. Here are a few frequently asked questions that will explain how transfers work in your SAS script.

What is the difference between patching a call and transferring a call?

• There is no difference. Patch and transfer mean the same thing.

What is a Warm Transfer?

• In a Warm Transfer, the operator waits for you to pick up, then provides you with the caller’s information. This gives you the option to accept or decline the call.

What is a Cold Transfer?

• In a Cold Transfer, the operator directly transfers the caller and ends the call in our system. They do not wait on the line for you to pick up.

How many people can I patch to?

• For a Warm Patch, you can set up your script to transfer to a maximum of 2 people per path. For example, your Sales path may be set up to transfer to Jackie and Peter, while Service may be set up to transfer to Ron and Adam.
• For a Cold Patch, you can transfer to a single person.

What is the difference between patching a call and reach on-call?

• Call patching occurs while the caller is still on the line. We ask the caller to hold while an operator dials out to your staff - much like a receptionist would.
• Reaching on-call personnel begins after the caller is disconnected. This is where our automated system dials or texts your staff list to relay a message.

How can I program a patch into my script?

• For more information on programming a patch block, please read Adding Warm Transfers to Your SAS Script Workflow.

What does “Transfer to Profile number” mean?

• If this option is used, it means that the block will pull the transfer number from the Profile that is selected in the transfer block.
• You can find more information on Profiles here.

Is there an extra cost to patch calls?

• Call patching is billed at $0.10/minute starting from when the patched call connects to when the line is disconnected.