Building a basic Cold Transfer Schedule in SAS Flex

The following tutorial will provide instructions on how to populate an on-call schedule for a Basic Cold Transfer. There are two types of transfer schedules - aka patch schedules. With a Warm Transfer, 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 Transfer, we will transfer the caller directly to the number you provide.

The instructions below will show you how to configure a Cold Transfer.

NOTE: Before we add a new schedule, 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 On-Call icon from the left-side 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 dropdown.

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 (e.g., Plumbing).
Business Hours: From the dropdown, select 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 and 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 select Cold Transfer.

When you are finished, click Save.

Now, you'll need to integrate your Cold Transfer schedule into your script. From the left-side navigation panel, click on the Builder icon, and select Scripts.

Locate the correct Cold Transfer block, and click the (cold_transfer) hyperlink to open the block editor.

On the Options tab, scroll down to the Transfer section. Click the Transfer according to cold transfer schedule radio button, and select the appropriate transfer schedule from the dropdown list.

Then, click Save.