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:

NOTE: These instructions apply to Advanced Transfer, Reach and Profile Modes.

Editing your Standard Schedule

Under the Standard schedule section of your on-call setup, select the highlighted date range you'd like to edit. In this example, we'll replace Jane with Bob. So, we'll select Jane's section.

Click Edit on the pop-up window to view and edit the calendar settings.

On the next page, edit your schedule as needed using the available settings. Remember, whatever you change will affect the entire date range you've previously selected.

Don't forget to select a Type and Queue when updating your schedule!

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 Schedule

An  Override schedule is used to over-write your Standard schedule for last-minute or temporary on-call changes. Adding Override dates helps you see clearly which dates have been adjusted. 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 January 9th and 10th. 

On the next page, confirm that your Schedule Active tool is displaying the correct date range.

Scroll down to the bottom of the page to add your staff. In our example we want Bob to be on-call instead of Jane, so we'll choose his Profile from the dropdown list.

NOTE: For Reach schedules, choose the Type and Queue. This 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.

While optional, updating the color will help your new changes stand out from your existing schedule.

When you are finished, click Save. You will then be taken back to your calendar where you'll see your Standard, Override 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. 

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