Adding a Directory Entry for TAS On-Call Scheduling

The content in this article is appropriate for: Administrators and Supervisors

The SC TAS module has On-Call Schedule functionality, which requires access to the Directory entries stored in the Directory tab. 

This article covers:

• Creating the Contact and Contact Method
• Configuring On-Call Preferences for a Contact

1. Log in to the SC ACD
   👍 The easiest way is to type [yourcompanyname].singlecomm.com into a browser, then log in with your email address/password.

2. Expand the TAS module options by clicking on TAS in the left-hand navigation bar

   

3. Access your current TAS accounts by clicking Manage Existing Accounts

   

Search or browse through the active accounts (clients) and click to select the one for which you need to add contacts.

Creating the Contact and Contact Method

The steps for creating the Contact and Contact method for on-call scheduling are the same when creating individual contact methods. If you have existing contacts and would simply like to configure them for on-call use, skip to the next section.

1. Click the Directory tab,

   

2. Then click the New Directory Entry button.

   

3. By default, the Name of the New Directory Entry will match the name of the account. You should always highlight the default text, then rename the entry for the contact person.
   
   💡This field will accept any free text. You can use [firstname lastname], [lastname, firstname], [firstname only] or any other scalable name formatting that makes sense for your account.

   • Click Continue to save and close the New Directory Entry
4. To add the contact method (email, text, etc) click the New Contact Method Entry button
   
   
5. On the New Contact Method page:
   
   
   • Select a Channel
     • Email
     • Text
     • Call
     • Fax
     • Any other custom channels that have been created for your TAS module
   • Type in the Destination
     • For Email, the destination is any valid email address
     • For Text, Call, Fax, the destination is any valid 10-digit phone number, typed as a single string with no spaces, dashes, or parentheses.
       ⚠️The Destination field does not have any validation methods built in, so if there is an error in the input of this data (missing characters, too few digits), the contact method will not work. Be sure to double check before moving on. 
       
       
   • Click Continue to save and close the New Contact Method.

🤔 What if a Contact can be reached by multiple methods?
If you'd like to add an additional method to any contact, you would simply access the Contact Method  and click the New Contact Method Entry button:

Follow the above steps to add one or more additional channels:

^example of a Contact with multiple Contact Methods (channels).

Configuring On-Call Preferences for a Contact

Now that the contact has been created and channels have been assigned, it can be enabled and any on-call preferences can also be set.

1. Clicking the Enable button allows selected contact to be used in an on-call schedule for dispatching
   Once enabled, you will be able to also view to OC Order (order in which TAS will reach out to on-call contacts) and the OC Delay Minutes (time that TAS will wait before reaching out).
   
   
   • If multiple channels are enabled, you will be able to adjust the OC Order by clicking green arrow to move the channel up in the order, or the orange arrow to move the channel down in the order.
     
   • To set the delay between on-call enabled channels, simply type in a number in the OC Delay Minutes column
     
     
     
   • You can also return here anytime to remove a channel from the on-call schedule by clicking the Disable button
     
     💡This does not delete the channel. 
2. Click Update to save the Contact method Directory Entry, and then click Back to Account to return to the Directory tab
   

The next step in on-call scheduling is creating and managing on-call calendars. Those instructions can be viewed here.