Configuring a Reach Block
A Reach block is a type of scripting block used as a way to close out a script and initiate a Reach to your on-call staff. After the caller is disconnected and the call is saved, the system will automatically contact your on-call staff based on the Reach On-Call Schedule you've integrated.
In this article we'll discuss:
Configuring a Reach Block
If you choose Business and after hours closing as your Closing Type, you'll need to select your Business Hours from the drop down, then fill in the Operator text for both Business Hours and After Hours closings.
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.
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.
Implementing a Reach Block into a Section
Once your Reach block has been created, it's time to add it to a Script Section. In this example, we'll be updating our All Calls section by replacing our current Closing Block with our new Reach Block.