Building a Static Warm Patch Schedule

The following tutorial will provide instructions on how to populate an on-call schedule for a Static 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. If you already have a schedule created but want to add another, click the Add Schedule button on the right-hand side of your screen.

On the next page, complete and select the parameters below.

Name: The name of your on-call schedule (e.g., Plumbing After Hours).
Type: Select Warm Transfer as the Type.
Set your Rotation: Select the Static option.
Business Hours Group / After Hours Group: If you select the standard 24/7/365 option, choose the Business Hours Group. Messages will be sent to the same group of people 24/7/365. If you select a custom Business Hours option, which will send messages based on your open hours, you will have to choose both a Business Hours Group and an After Hours Group. Check out this article for more information on On-Call Groups

Once you are done, click Save.

Once your schedule has been built, you'll need to integrate it into your script. For instructions on how to do that, check out this article.