Learn About the Premium On-Call Add-On

While SAS Flex contains most everything customers need to manage their answering service, some customers may require a bit more. For example, customers who need more contact options for on-call staff or those who want to get visibility reports into how long it takes for their on-call staff to respond to an incident may consider the On-call add-on.

With this feature, you'll have access to more on-call options, enhanced on-call reporting, and the ability to create back-up schedules if the first employees fail to acknowledge receipt of the notification. 

Users must be on our SAS Flex Billing platform in order to activate the On-Call Add-On. For pricing and purchasing information, see your Flex portal.

In this article we'll discuss:

How to Activate the On-Call Add-On Feature

1
Within SAS Flex, go to the On-Call Tab on the left-hand navigation panel

2
Under the Reach Messages tab, select your Reach Message. If you don't already have a Reach Message created, you'll need to add one. 

3
Under the Set your Message Type section, you'll see the option to activate additional reach message types. Click the Activate it button.

4
Within the pop-up, you'll need to first agree to the service terms. Then click the  Buy button. Your account will be invoiced immediately and you can begin using this feature.

Configuring the On-Call Add-On Feature

Once the On-Call Add-on feature has been activated, you'll need to set your Reach Message Type. You can choose from one of the standard Reach Message types, or choose one of the three options available to you with the On-Call Add-On, as outlined below.

Serial Recording

If this option is chosen, we’ll dial out all staff members included in your schedule consecutively, and play the recorded phone call. 

With a Recording Reach, if call recording is not active on the line, the system will not be able to send anything.

Serial Text to Speech

If this option is chosen, we’ll dial out all staff members included in your schedule consecutively, and our TTS system will relay the message. 

Once selected, you can choose to send a Default message, which includes the caller's Name, Number and Regarding, All collected data or a Customized message. To customize the message, use the Variable picker drop down to view all applicable script variables. Once a variable has been selected from that list, the Copy merge field box will convert whichever variable you choose into the appropriate format, which you can then copy and paste into your message.  

Phone to SMS

If this option is chosen, we’ll dial out to your on-call staff. The staff member who answers the call and presses 1 to play the message will receive a text message after they have acknowledged the reach. Once a message has been accepted, any other recipients will automatically be notified that the message has been picked up along with the number of the phone that picked it up.

Once selected, you can choose to send a  Default message, which includes the caller's Name, Number and Regarding, All collected data or a Customized message. To customize the message, use the Variable picker drop down to view all applicable script variables. Once a variable has been selected from that list, the Copy merge field box will convert whichever variable you choose into the appropriate format, which you can then copy and paste into your message. 

For any Reach Message types aside from SMS are chosen, users can use the Notify after receipt toggle to alert other scheduled staff members when the message has been accepted. Users can either choose to alert Everyone, or only prior recipients. If the SMS Reach type is chosen, the alert will go to everyone be default.

Calculating Dial-Outs for Serial Recording or Serial TTS Reach Types

If you choose either the Serial Recording or Serial Text to Speech Reach types, the number of dial outs our system can do is different than our standard on-call system. For example, in our standard on-call system, you can have a total of 10 dial-outs per shift or rotation. This means that if you have 2 staff members scheduled, our system can reach out a max of 5 times (5 attempts x 2 staff = 10 total attempts). However, with the On-Call Add-on feature, this number is greatly increased.

In the On-Call Add-on feature, the system will call through all of your scheduled staff members and count it as 1 attempt. Then it would repeat until all attempts are exhausted (based on the Type you've set) or until the call is answered. For example, if there are 4 staff members scheduled, our system would dial out to all 4 in order, which would be considered 1 Reach attempt. So, if 4 staff members are scheduled and the 2x + End Type is chosen, that would result in 32 total dial outs.

Removing the On-Call Add-On Feature

If you no longer want access to the On-Call Add-on, you can remove it right from your portal.

1
In SAS Flex, click on your user icon in the upper right-hand corner. Then select  Billing. 

2
From the Manage Billing page, click the Add-ons tab. You will then see which add-ons you currently have activated. To de-activate the feature, click the check box next to the add-on you wish to remove.

3
Within the pop-up window, you will need to click the Downgrade Premium On-Call button to deactivate. The billing change will be reflected on your next monthly invoice.

Additional Features Included with the On-Call Add-on Feature

With the On-Call Add-on feature, you also get access to the following:

Enhanced On-Call Reporting

This feature shows stats like longest response time, fastest response time, average time for numbers to acknowledge, likelihood a number will acknowledge, etc.

1
Within SAS Flex, click on the Reports icon from the left-hand navigation panel.

2
From the main Reports page, click the On-Call tab. Use the filters to select a specific number and date range.

3
Within that tab, you'll see several reports and graphs including  Number of Incidents, Number of Notification Attempts, Summary Metrics by Number, and more.
Number of incidents
This line graph will show you the number of incidents each day over the date range you've selected. Incidents are the number of on-calls triggered. For example, if your business gets 5 calls and all 5 of those calls result in a Reach out, then 5 incidents will be logged. 

The circle graphs shown below will show you a total incident count over the date range you've selected, as well as incidents by outcome and dispatch type. The dispatch type will match up to the Reach Message type you've configured.

Number of notification attempts

This graph will show you the number of notification attempts, or how many times our system tried to reach out to your staff over the date range you've selected.

Summary metrics by dial

This table will show you:

  • Profiles: This column will show you the Profiles we are reaching out to over the date range you've selected.
  • Phone: This column will show you the phone number we are reaching out to over the date range you've selected.
  • Initiated: This column will show you how many reach attempts our system initiated over the date range you've selected.
  • Successful: This column will show you how many times we were successful in reaching out over the date range you've selected.
  • Average time to acknowledge: This column will show you on average how long it took the recipient to acknowledge the Reach.
  • Acknowledgement likelihood: This column will show you the likelihood of each staff member to acknowledge a reach based on past acknowledgments.
    • On-Call Backup Schedule

    This feature allows you to initiate a second on-call rotation if the first fails. For example, if your initial Reach attempt is using the SMS option, you may want your backup attempt to use the Text to Speech option instead, or you may want a different set of staff members to be listed for back-up attempts. 

    1
    Within SAS Flex, go to the On-Call Tab on the left-hand navigation panel.

    2
    From the main On-Call page, select the schedule you'd like to add the backup schedule to.

    3
    Select the specific rotation you wish to add the back-up schedule to. In this example we'll add a back-up for Alma and Pepa's shift.

    4
    Within the pop-up, click the  Gear icon to be taken to the Settings page. 

    5
    On the left-hand side of your screen, scroll down to step 5. Then use the toggle to  Activate a Backup Schedule.

    6
    Select your Backup Reach Message, Type and Queue. 

    7
    On the right-hand side of your screen, add your back-up staff accordingly.

    8
    When you are finished, click  Save. Back on the calendar page, you'll see your new rotation. Click on the rotation to view a more in-depth breakdown. 

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