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. In this tutorial we will be integrating on-call schedules into script blocks that have already been created and added to the script. If you have not already created your Warm Transfer block, Cold Transfer block, or Reach block, you will want to do that first. 

In this article we'll discuss:

How to Integrate a Warm Transfer Schedule

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

2
On the main Script page, select the script you would like to edit.

3
From the script workflow page, locate the Warm Transfer block you would like to update and click on the highlighted warm_transfer field as shown below.

4
Under the Options tab, select the Transfer according to warm transfer schedule option, then select the applicable schedule from the drop down.

5
Click Save in the bottom right-hand corner. Then click Save again within your script workflow.

Depending on how many Warm Transfers you have in your script, you may need to repeat the above steps.

Integrating a Cold Transfer schedule

1

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

2

On the main Script page, select the script you would like to edit.

3
From the script workflow page, locate the Cold Transfer block you would like to update and click on the highlighted cold_transfer field as shown below.

4
Under the  Options tab, select the Transfer according to cold transfer schedule option, then select the applicable schedule from the drop down.

5
Click Save in the bottom right-hand corner. Then click Save again within your script workflow. Depending on how many Cold Transfers you have in your script, you may need to repeat the above steps.

Integrating a Reach schedule

1

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

2
On the main Script page, select the script you would like to edit.

3
From the script workflow page, locate the Reach block you would like to update and click on the highlighted reach_attempt field as shown below.

4
Under the Options tab, choose your Reach Type, either Static or Dynamic.

Static Reach

Choosing the  Static option will ensure all messages that use this block have the same Outcome, are sent to the same Profile(s), and will utilize the same Reach schedule. To integrate your Reach schedule, scroll down to the Reach schedule section and select the applicable schedule from the drop down.

If you want your on-call staff to receive a text in addition to a phone call, you can select the  Send on-call message to Profile option located beneath the Reach Schedule drop down. Selecting this option will send the message to the Profile of whichever staff members are on-call based on SMS or Email setup in each Profile. Messages are sent to all on-call recipients' Profiles simultaneously, prior to the start of the Reach.

Toggle on this option only if you are using either the Recording or Text to Speech option as your Reach Message, as these are the only options that generate a phone call.

Dynamic Reach

Choosing the  Dynamic option will allow you to configure additional variables, as outlined below:

  • Condition: Set your Condition based on how you want the system to choose to use one Reach schedule over another. For example, we want our Reach schedule to change based on if the customer is calling for Sales or Service, so we'll choose the Sales or Service collector we've already set up.
  • Comparison: Depending on the Condition you've set, you'll need to add your Comparisons accordingly. For example, since we want our Reach schedule to change based on if the customer is calling for Sales or Service, we'll need to add two Comparisons; one for Sales and one for Service. 
  • Outcome: Choose the applicable Outcome, or Call Result, based off the Comparison. Our two Outcomes will be Calling for Sales and Calling for Service
  • Profile: Choose the applicable Profile(s) where you want messages to go.
  • Schedule: Choose the applicable Reach schedule based off your conditions. 

If you want your on-call staff to receive a text in addition to a phone call, you can select the  Send on-call message to Profile option located beneath the Reach Schedule drop down. Selecting this option will send the message to the Profile of whichever staff members are on-call based on SMS or Email setup in each Profile. Messages are sent to all on-call recipients' Profiles simultaneously, prior to the start of the Reach.

Toggle on this option only if you are using either the Recording or Text to Speech option as your Reach Message, as these are the only options that generate a phone call.
5
Click Save in the bottom right-hand corner. Then click Save again within your script workflow.

Depending on how many Reach attempts you have in your script, you may need to repeat the above steps.

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