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Understanding On-Call Types

There are four types of on-call schedules that you can create using the SAS On-Call app. On-call schedules are commonly used in industries such as HVAC, Plumbing, Medical, Dental and Psychology practices, Property Management companies, and more.

All on-call schedules can be created in either a Standard or a Custom format.
  • 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.
In this tutorial, you'll learn the difference between: Reach On-Call

With a reach on-call schedule, the operator will disconnect the caller prior to dialing out to your staff members. In addition to adding staff members to your Reach list, you'll need to set a few parameters.

1. Type: This denotes the number of times that the operators will dial through your schedule. There are several options to select from.
  • Infinity - we will dial through your on-call list until we are able to connect with your staff.
  • 1x + End - we will dial through your on-call list once.
  • 2x + End - we will dial through your on-call list twice.
  • 3x + End - we will dial through your on-call list three times.
  • 4x + End - we will dial through your on-call list four times.
  • ‚Äč5x + End - we will dial through your on-call list five times.
2. Queue: This denotes the number of minutes that the operators will wait in between each outbound call. Queue time is required for every schedule Type with the exception of 1x + End.
  • 0 minutes
  • 5 minutes
  • 10 minutes
  • 15 minutes
  • 20 minutes
  • 60 minutes
Note that if you have selected Infinity as the Type, the Queue must be greater than or equal to 10 minutes.

3. If / Then Voicemail Instructions: You'll need to let the operators know what to do if you do not answer or we reach your voicemail.

If Voicemail, Then:
  • Leave Full Message - Operators will leave complete message details in your voicemail, including who called, their callback number, and the reason for their call.
  • Leave Callback Number - Operators will let you know that you can pick up message details by dialing your forward number. As long as the call has not closed, meaning that the operator has completed dialing through your on-call list, the operator can look at your Pending Dial-Outs, and give you the message. This option is best used if we are calling multiple people, and there is a longer Queue time between each call. Please note that calling your line to pick up a message will incur usage.
  • No Message - If voicemail does not pick up, the operator will disconnect the call after several rings.
If No Answer, Then:
  • No Message - If voicemail does not pick up, the operator will disconnect the call after several rings.
Note that if you have a HIPAA compliant schedule, you will only have the options Leave Callback Number or No Message.

4. Maximum Number of Outbound Calls

With a Reach schedule, the operators can make a maximum of 10 outbound calls. For example, if you have 5 people in your on-call list, you could set a maximum Type of 2x + End. If you have 10 people in your on-call list, the maximum Type would be 1x + End.

Note that if you have selected Infinity as the Type, there is no maximum number of outbound calls. The operators can continue to dial through your staff list until they connect with someone. As stated above, the Queue must be greater than or equal to 10 minutes.


Warm Patch On-Call

With a warm patch, the operator will remain on the line while attempting to connect the call to you. You have the option to accept or decline the call. If the call is declined or voicemail is reached, the operator will return to the caller and let them know that no one was available.

If we do not connect with your staff using the warm patch, you have the option to include a Reach or Cold Patch schedule following the warm patch.
  • With a Reach, the operator would hang up with the caller and begin to dial out to your staff members.
  • With a Cold Patch, the operator would transfer the caller directly to the number you provide following any warm patch attempts.
1. When adding staff members to any warm patch schedule, keep in mind you can have a maximum of 2 outbound calls.

2. If / Then Voicemail Instructions: You'll need to let the operators know what to do if you do not answer or we reach your voicemail.

If Voicemail, Then:
  • Leave Full Message - Operators will leave complete message details in your voicemail, including who called, their callback number, and the reason for their call.
  • No Message - If voicemail does not pick up, the operator will disconnect the call after several rings.
If No Answer, Then:
  • No Message - If voicemail does not pick up, the operator will disconnect the call after several rings.
Note that if you have a HIPAA compliant schedule, you will only have the options Leave Callback Number or No Message.

 
Cold Patch On-Call

With a cold patch, the operator will transfer the caller directly to the number you provide and immediately drop off the line.


Email Only On-Call

The email on-call schedule operates independent of any other schedule type. This means that you can utilize an email schedule in conjunction with Reach, Warm Patch or Cold Patch.

Essentially, the script would be programmed so that the operators click a link to email your on-call staff prior to closing the call. This step can be followed by a Reach On-Call, Warm Patch, or Cold Patch.

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