How to Integrate an On-Call Schedule Into your Script

Once you've finished creating your on-call schedule, you'll need to integrate it into your script. Depending on the type of on-call schedule you've created, configure the appropriate script block to integrate the schedule, and edit your script sections accordingly to implement the new updates.

In this tutorial we'll show you:

First, we'll need to create our respective block based on the type of schedule we'll be integrating.

1
From within your SAS Flex portal, click on the Builder icon on the left navigation panel, then select Blocks.

2
Under the Builder block list, click and drag out your block. 

If you're integrating a Warm Transfer schedule, click and drag  Warm Transfer to the center of your screen. 

If you're integrating a Cold Transfer schedule, click and drag Cold Transfer to the center of your screen

If you're integrating a Reach schedule, click and drag Reach to the center of your screen.

Integrating a Warm Transfer schedule

1
Under the  Edi t tab of your Warm Transfer script block, you will need to fill in the operator text, or what you want the operator to say to your callers. In this case, we’ll be placing the caller on hold and seeing if someone is available.

2
Under the Options tab, select an option to tell the system where to transfer the call. There are three options:
  • Transfer to a Profile number: This option allows you to select up to two Profiles to receive warm transfers. If the first contact does not answer or cannot take the call, our agents will dial the second contact. 
  • Transfer according to a warm transfer schedule: This option allows you to select the Warm Transfer schedule you've created. 
  • Transfer to a number: This option allows you to manually enter up to two numbers to receive warm transfers. If the first contact does not answer or cannot take the call, our agents will dial the second contact. 

In this tutorial, we'll be choosing the Transfer according to warm transfer schedule option and selecting our on-call schedule from the dropdown.

3
Next, under the  Field tab, you will need to add a Block label to help you identify this specific block in your workflow and messages.

4
When you are finished creating your block, click  Save in the upper right corner. 

Integrating a Cold Transfer schedule

1
Under the  Edit tab of your Cold Transfer script block, you will need to fill in the operator text, or what you want the operator to say to your callers. Since this is a cold transfer, agents won't be placing callers on hold to see if someone is available first. 

2
Under the Options tab, select an option to tell the system where to transfer the call. There are three options:
  • Transfer to a Profile number: This option allows you to select one Profile to receive cold transfers. 
  • Transfer according to a cold transfer schedule: This option allows you to select the Cold Transfer schedule you've created. 
  • Transfer to a number: This option allows you to manually enter in one number to receive cold transfers. 

Since our agents will be disconnecting after the cold transfer, you'll also need to set an Outcome and assign a Profile for messages from within the Options menu.

In this tutorial, we'll be choosing the  Transfer according to cold transfer schedule option and selecting our on-call schedule from the dropdown.

3
Next, under the  Field tab, you will need to add a Block label to help you identify this specific block in your workflow and messages.

4
When you are finished creating your block, click  Save in the upper right corner.

Integrating a Reach schedule

1
Under the  Edit tab of your Reach script block, you will need to fill in the operator text, or what you want the operator to say to your callers. Since Reaches are automated within our system, ending and saving the call will send the message through. 

2
Under the  Options tab, you will need to set an Outcome and assign a Profile for messages. Then, scroll down to the Reach schedule section and select your schedule from the dropdown.

 If you want the members within your on-call group to also receive a text, check the Send message to Profile box.

3
Next, under the  Field tab, you will need to add a Block label to help you identify this specific block in your workflow and messages.

4
When you are finished creating your block, click  Save in the upper right corner.

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