The following tutorial will provide instructions on how to populate an on-call schedule for a Standard Patch
. There are two types of patch schedules. With a Warm Patch
, we will wait on the line while we transfer the caller to you, and you can choose whether to accept or decline the call. With a Cold Patch
, we will transfer the caller directly to the number you provide.
The instructions below will show you how to configure a Warm Patch. The differences in building a Cold Patch schedule are that there will be no voicemail options, and we can only patch to one person.
During programming, your staff list and schedule may have been added. But if you haven't already added your schedule, please see our tutorials for Adding your Staff Members
and Adding an On Call Schedule
. You'll need to complete these steps before you can populate your schedule.
In this tutorial, you'll learn how to:
After your staff members and schedule type have been added, click the yellow Schedule
button to the right of the Expiring
column to build out your dates.
At the top of the next screen, you'll see the Schedule expires
status, you'll see the Start / Stop Time
(Schedule runs from), the Timezone
, and the schedule Type
that you selected during setup. Just below the grey bar, you'll see Set the schedule for
followed by the name of the schedule you are editing.
Selecting Dates to Schedule
Under the schedule name, you will enter the active dates that you'll be building out.
: If you are building a schedule that will never change, you can retain the default ∞
(Infinity) option on the left. Creating the schedule using this option will infinitely populate calendar dates with the staff members you select.
We're building this example as an Infinity schedule, but there are a few other options for selecting dates. Learn more about them here
Adjusting Contact Settings
Next, you'll determine the Contact settings. This includes everything from the Patch type to the employees and phone numbers we will contact.
1. To the right of Patch, you will see a drop down menu with the options Standard
. In a Standard
schedule, the same person or group of people is on-call for the full 24-hour period from the Start time to the Stop time. In a Custom
schedule, there are different people on-call during separate blocks of time within the 24-hour period. For this tutorial, you will select Standard
2. At this point, we will Add
the specific staff members who will be called during your scheduled dates. You will see 2 column headers: Staff
and Telephone number
. (If you need to enter additional staff before continuing, click on the blue Return to on-call
link in the top left corner of the page.)
Select the first person we will patch to from the Staff column along with the corresponding number from the Telephone number column.
3. Now, in the If / Then
drop down menus, you'll need to tell the system what you'd like the operators to do if they reach voicemail or your staff does not answer. If you are building a cold patch schedule, you'll skip this step.
Note that if you are a HIPAA compliant account, the only option displayed in the Then drop down will be No Message.
4. Once you have set all fields, the yellow Add to patch schedule
button on the right will be operational. Click it to add the staff member. Follow the same steps to add a second person if necessary.
Edit a Staff Entry
Changing Drop Down Values
1. Now that you've adjusted your staff list, the blue Edit
button to the right of the entries will become operational.
2. Click Edit to make any changes. In Edit mode, the entry will be highlighted in yellow, and a Save
button will appear on the right. Use the drop down lists to update each entry. After updating an entry, click the Save
button on the right side of the highlighted line.
Moving an Entry
If you would like to change the order of the dial-outs, hover over the green crosshairs
to the left of the staff member column. Right click to drag the entry up or down in the list.
Deleting an Entry
You can also delete an entry by clicking the red X
button to the far right of the line item.
Save a Schedule
1. When your changes are complete, click the blue Save schedule
button in the bottom right corner of the last entry.
Note that because Infinity is the default setting for scheduling, when trying to save an Infinity schedule, the system will confirm that this is what you want before saving. Click Yes to confirm.
2. Then, scroll down to the full calendar where you'll see the dates you scheduled displayed in the color you selected.
Repeat the string of steps above to continue adding to your schedule. Once you've built out your dates, the Schedule expires
status at the top left of the page will change to the last date you have scheduled.
: If you are scheduling for a future date or time, the expiry status will remain Expired
until that date.
Now that you have created your patch on-call schedule, please read How to Integrate a Patch On-Call Schedule into Your Script
to complete the on-call setup.
Have questions? Feel free to contact our Customer Service department or submit a support ticket