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 article we'll discuss:
First, we'll need to create our respective block based on the type of schedule we'll be integrating.
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
- 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.
Integrating a Cold Transfer schedule
- 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.
In this tutorial, we'll be choosing the Transfer according to cold transfer schedule option and selecting our on-call schedule from the dropdown.
Integrating a Reach schedule
If you want the members within your on-call group to also receive a text, check the Send message to Profile box.