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 choose one of the three options, 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. For example, if there are 3 staff members scheduled, our system would dial out to all 3 in order, which would be considered 1 Reach attempt whereas it would be considered 3 Reach attempts in a standard Recording reach. So, if 3 staff members are scheduled and the 3x + End Type is chosen, that would result in 27 total dial outs.

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. For example, if there are 3 staff members scheduled, our system would dial out to all 3 in order, which would be considered 1 Reach attempt vs. 3 Reach attempts in the standard TTS reach. So, if 3 staff members are scheduled and the 3x + End Type is chosen, that would result in 27 total dial outs.

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 and text the message to the staff member who completes the request. 

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. 

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.

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.

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 Karen'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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