Building a basic Warm Patch Schedule
The following tutorial will provide instructions on how to populate an on-call schedule for a Basic Patch. There are two types of patch schedules. With a Warm Patch, we will wait on the line while we transfer the caller to you, and you can choose whether to accept or decline the call. With a Cold Patch, we will transfer the caller directly to the number you provide.
The instructions below will show you how to configure a Warm Patch. The differences in building a Cold Patch schedule are that there will be no voicemail options, and we can only patch to one person.
- Name: The name of your on-call schedule (i.e, Plumbing).
- Business Hours: Select from the drop-down which business hours you want this schedule to follow. If you select the standard 24/7/365 option, you will then have to choose the Business Hours Group. If you selected a different Business Hours option, you will have to choose both the Business Hours Group as well as the After Hours Group. Check out this article for more information on On-Call Groups.
- Type: Choose between a Reach, Warm Transfer, Cold Transfer or Profile schedule. In this tutorial, we will want to select Warm Transfer.