Adding a Reach Message to an On-Call Schedule
A Reach Message is how SAS relays a caller's message to your on-call staff after we've disconnected the call. You can choose to use a standard, pre-recorded message to play for each reach attempt, you can choose to listen to a recording of the call, or you can create a custom message that can include call details. We'll look at all three options below.
In this article we'll discuss:
Creating a Reach message
On the next page, you'll need to name your Reach Message. Then, choose one of the following Reach options:
Recording
Text to Speech
If this option is chosen, the system will call all numbers in the order in which they are scheduled with the audio message, "You have a new automated on-call notification from SAS. Please press 1 to accept the message." If the recipient presses 1, the Text to Speech system will read the message created by the user. Users can repeat the message by pressing 1 after it's been relayed, or press 2 to dial out to the customer.
If no custom message has been set up within your portal, our system will send the Default Message, which includes the caller's Name, Number and Regarding. You can also choose to send all collected data or a Customized message. To customize the message, use the Variable picker drop down to view all applicable script variables. Once a variable has been selected from that list, the Copy merge field box will convert whichever variable you choose into the appropriate format, which you can then copy and paste into your message.
SMS
If this option is chosen, a text message is sent to all numbers in the array at the same time. The message will say: "A new urgent message has been created. Reply with 'OK' to accept." Once accepted, the system will relay the custom text message that has been created in the portal.
The initial alert message will keep sending over the queue interval until all attempts are exhausted. If any of the recipients reply with 'OK', that recipient receives the message with the call details. Once a message has been accepted, any other recipients will automatically be notified that the message has been picked up along with the number of the phone that picked it up.
If no custom message has been set up within your portal, our system will send the Default Message, which includes the caller's Name, Number and Regarding. You can also choose to send all collected data or a Customized message. To customize the message, use the Variable picker drop down to view all applicable script variables. Once a variable has been selected from that list, the Copy merge field box will convert whichever variable you choose into the appropriate format, which you can then copy and paste into your message.
If the SMS reach is exhausted and no one has claimed the message, the message can still be claimed with an 'OK' for a few minutes. After the relay window closes, replying with 'OK' will tell the recipient that the message is no longer available for pickup, and they will need to check their portal for message details. To extend the response time within your schedule, you can increase the type and queue.
Serial SMS
If this option is chosen, a text message is sent to each scheduled employee individually. The message will say: "A new urgent message has been created. Reply with 'OK' to accept." Once accepted, the system will relay the custom text message that has been created in the portal.
The initial alert message will keep sending over the queue interval until all attempts are exhausted. If any of the recipients reply with 'OK', that recipient receives the message with the call details. Once a message has been accepted, any other recipients will automatically be notified that the message has been picked up along with the number of the phone that picked it up. However, unlike the SMS option, if the message does not get picked up by anyone, there is no alert text saying that it hasn't been picked up.
If no custom message has been set up within your portal, our system will send the Default Message, which includes the caller's Name, Number and Regarding. You can also choose to send all collected data or a Customized message. To customize the message, use the Variable picker drop down to view all applicable script variables. Once a variable has been selected from that list, the Copy merge field box will convert whichever variable you choose into the appropriate format, which you can then copy and paste into your message.
Adding a Reach Message to an On-Call Schedule
Now that you've created your Reach Message(s), you can begin using them to build out your on-call schedules!