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
1
Within SAS Flex, select the  On-Call icon from the left-side navigation panel. 

2
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. 

3
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. 

4
When you are finished, click Save.
5
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.

6
Locate the correct  Cold Transfer block, and click the (cold_transfer) hyperlink to open the block editor.
7
On the Options tab, scroll down to Transfer. Click the Transfer according to cold transfer schedule radio button, and select the appropriate transfer schedule from the dropdown list.

8
Then, click Save.

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