Building an advanced Reach On-Call Schedule

In this article you will learn how to: 

Creating a new Advanced Schedule

Before we add a new schedule, you'll want to make sure your business hours are set, and that you have a default Group created to be contacted in the event that your schedule is expired. 
1
To create a new schedule, select the  On-Call tab on the left menu navigation panel. 

2

Then, click the  Add Schedule button as shown below. In this tutorial we will be building an Advanced schedule, so, select Advanced in the drop down. 

If you choose Advanced, you'll need to create a Default Group first. In the event that your schedule expires, our system will contact the members in your Default Group.
3

 In the pop-up window that appears on your page, you will need to fill out some fields, which are outlined below.

  • Name: The name of your on-call schedule (e.g., Electrical).
  • Time Zone: Select the time zone in which your business is located.  
  • Start/Stop Time: Choose when you want your on-call schedule to change. Check out this article for more information on start/stop times. 
  • Type: Choose between a Reach, Warm Transfer, Cold Transfer or Profile schedule. In this tutorial, we will want to select Reach.
  • Voicemail: Depending on how you set up your Reach Message, this field may or may not be available to update. 
If you selected Reach as your Type, you will need to select your  Reach Message, which will be the message left for your on-call staff. Note that you will need to  create your Reach message first.

4

Then, click Save

Configuring standard calendar settings

Now that you've created the shell of your advanced schedule, you'll be taken to a new page where we can start making updates. On this page, you will see 3 sections, all of which make up one final schedule. Below is a breakdown of what each section represents.

  • Standard schedule: This is your regular on-call schedule.
  • Override schedule: If you want to make any updates to your regular on-call schedule, you will add a new Override schedule to reflect the new changes. 
  • Final Schedule: This is your final schedule, comprising the data from both your Standard and Override schedules.
1

To add data to your on-call schedule, select Add New Schedule on the right-hand side of your screen. 

2

 At the top of the next screen, you'll see the  Schedule expires status, the Start / Stop Time (Schedule runs from), the Timezone, and the schedule Type that you selected during setup. 

3

Just below this bar, you'll see some different options to set your schedule, including Schedule Active and Quick Set. In this tutorial we will choose Schedule Active. 

4

Next, you can choose a color or you can leave it as is. Choosing different colors for each Group of on-call rotations may help you easily identify who is on-call and when. 

5

Just below the color drop down will be the Standard and Custom options. For now, we'll leave it as Standard

6

Next, you'll select the type of reach. Type tells our system how many times to loop through your on-call list. For example, if we were to call through your list 5 times, you would choose 5x + End. If we were reaching for the maximum number of attempts, you would use Infinity. Keep in mind, the number of times our system reaches out is all billable and adds to the usage on your account.

Note that our system can reach out to your staff for a maximum of 10 calls. This means that the number of staff members in your list combined with your Type cannot exceed 10 dial-outs. For example:
  • If you have 2 people in your list, your Type cannot exceed 5x + End.
  • If you have 10 people in your list, your type cannot exceed 1x + End.
7

Now, use the Queue drop down to select the number of minutes the system will wait between each dial-out call. For example, setting this time to 10 minutes means our system will wait 10 minutes between each outbound call we place to your on-call staff.

Note that if you have selected an Infinity reach, your Queue time must be greater than or equal to 10 minutes.
8

Finally, you'll need to add staff members. You can either choose a Group that you've already created, or you can manually add in your staff members via their Profiles

9

When you are done, click Save. You will then be taken back to the calendar to get an overview of your schedule.

Note that if you need to override any dates with new information, click Add New Override and update as necessary. Once completed, your schedule will look something like this:

Configuring custom calendar settings

Now that you've created the shell of your advanced schedule, you'll be taken to a new page where we can start making updates. On this page, you will see 3 sections, all of which make up one final schedule. Below is a breakdown of what each section represents.

  • Standard schedule: This is your regular on-call schedule.
  • Override schedule: If you want to make any updates to your regular on-call schedule, you will add a new Override schedule to reflect the new changes. 
  • Final Schedule: This is your final schedule, comprising the data from both your Standard and Override schedules.
1

To add data to your on-call schedule, select  Add New Schedule on the right-hand side of your screen. 

2

 At the top of the next screen, you'll see the Schedule expires status, you'll see the Start / Stop Time (Schedule runs from), the Timezone, and the schedule Type that you selected during setup. 

3

Just below this bar, you'll see some different options to set your schedule, including  Schedule Active and Quick Set. In this tutorial we will choose Schedule. 

4

Next, you can choose a color or you can leave it as is. Choosing different colors for each Group of on-call rotations may help you easily identify who is on-call and when. 

5

Just below the color drop down will be the Standard and Custom options. We will now select Custom

6

 Once Custom is selected, the schedule will update to the display below. This is where you will set your first block of time. Note that initially, the system will automatically set your  From and To time to match your Start / Stop time. In this case, it will default to 8:00 AM to 8:00 AM. 

7

To update the time blocks, first edit your To drop down. Note that you will not be able to change the initial From time. The initial From time will always start according to your Start / Stop time. In our example, we want the schedule to change in 8 hour increments instead of 24. 

8

After adding your first time block, you'll need to choose who is on-call during this time frame. You can either choose a Group that you've already created, or you can manually add in your staff members via their Profiles

9

Before you can Save your settings, you'll need to create the rest of your time blocks so that they equal a full 24 hours. To add a new time slot, click the + sign next to the first time slot. Now you can edit your new time slot and add your staff members accordingly. 

10

When you are finished creating all of your time slots, click Save. You will then be taken back to the calendar to get an overview of your schedule.

Note that if you need to override any dates with new information, click  Add New Override and update as necessary. Once completed, your schedule will look something like this:

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