Understanding SAS Flex 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 Basic or Advanced format, as well as a Standard or Custom format. 

  • In a Basic schedule, the same group of people are always on-call. 
  • In an Advanced schedule, your schedule can rotate between different people or groups, and can be edited via an on-call calendar. 
  • 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 caller, which will prompt our system to start dialing 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 our 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 outbound call. Queue time is required for every schedule Type with the exception of 1x + End.

  • 1 minute
  • 5 minutes
  • 10 minutes
  • 15 minutes
  • 20 minutes
  • 60 minutes

3. Reach Message

Prior to building your schedule, you will need to create your Reach Message. This will be the message that the SAS system leaves for you and your staff members. 

4. Maximum Number of Outbound Calls

With a Reach schedule, our 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 the on-call system would 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.

 When adding staff members to any warm patch schedule, keep in mind you can have a maximum of 2 outbound calls.

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.

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