How to edit an SAS Flex On-Call Schedule

There may be times when you need to make an on-call change to an existing schedule. This can be accomplished in just a few simple steps.

In this article we'll discuss:

Editing your Standard Schedule

1
Under the Rotations section of your on-call setup, select the highlighted date range you'd like to edit. In this example, we'll replace Pepa with Dolores. So, we'll select Pepa's rotation.

2
Click Gear icon on the pop-up window to view and edit the calendar settings.
NOTE: If you wish to copy a rotation, click the Clone icon next to the Gear icon.

3
On the next page, select the date range you wish to edit. Remember, whatever you change will affect the entire date range you've selected.
NOTE: For instructions on how to use the Recurring schedule option, check out this article.

4
Next, select a label color, then choose a Type and Queue.

5
Finally, choose which staff member(s) you'd like us to reach out to.

6
When you are finished, click Save. You will then be taken back to your calendar where you'll see your newly updated schedule.

Using the Override Feature

The Override feature is used to over-write your current Rotation for last-minute or temporary on-call changes. Adding Override dates helps you see clearly which dates have been adjusted. 

1
Select or click and drag to highlight the calendar block(s) that need a temporary update. In this case, we'll be overriding the instructions for Antonio's rotation on the 22nd.

2
On the next page, confirm that your Select Dates tool is displaying the correct date range.

3
Next, select your label color. If you're updating a Reach schedule, then you'll also need to choose your Type and Queue

NOTE: The Type and Queue will tell our system the number of times to reach out, and how long to wait in between attempts. Keep in mind that SMS reaches are sent out to all scheduled parties simultaneously.
4
Next select either a Standard rotation or a Custom rotation depending on your needs.

5
Finally, select the staff member(s) you'd like to add to the override rotation. In our example, we want to replace Antonio with Dolores, so we'll choose Dolores' Profile from the drop down. 

6
When you are finished, click Save. You will then be taken back to your calendar where you'll see your Rotations, Overrides and Final schedules.

Once you've successfully updated your on-call schedule, you can test it by calling your forwarding number directly and having the agent go through the script to trigger the on-call. Note Reaches will only work via a live call. 

Did this answer your question? Thanks for the feedback There was a problem submitting your feedback. Please try again later.

Still need help? Contact Us Contact Us