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.

Before we add a new schedule, you'll want to make sure your business hours are set. Check out this article for instructions on how to add your business hours .

Within SAS Flex, select the OnCall tab on the left menu navigation panel.

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

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 (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.

Once you are done, click Save.