Intellect™
TROUBLESHOOTING
CallSTAFF Troubleshooting
The following list gives the most common reasons why appointments are not verified. Review the list. If all these items were checked and it is still unknown why the appointment(s) were not confirmed, call PCS Software Support for assistance.
1 - If NO appointments are called, the Dialogic Service needs to be checked. Dialogic Service is located under Start --►Program Files --►Intellect Dialogic System Release --►Configuration Manager RDC. The task needs to be run manually. Call Support for assistance in setting up a task to call for the current days' appointments.
2 - If everything is OK with the automation except that the error message 'resource not available' displays for the CalSTAFF function, check the Dialogic settings. The setting for the system device should be set to 'start system.'
3 - If none of your appointments are receiving reminder calls, verify that your line is a dedicated phone line and is directly connected to the phone line used for CallSTAFF. It cannot be part of the office phone system. If you must enter a '9' to get an outside line, the phone line is not dedicated. CallSTAFF uses a landline frequency dial tone. Digital phone systems use a different frequency which do not work with CallSTAFF.
4 - If most appointments are called and only a few are not, check to see which day the appointment was made or rescheduled. For example, if Monday appointments are called on Thursday, the file is created Wednesday night. If an appointment is scheduled after Wednesday night it will not be in the file and therefore the patient will not be called. The N column on the schedule will remain white. The time automation begins is set up in the Clinic screen BUT should not be changed without checking with Support because it controls ALL the automation for the clinic. If this is a frequent issue in your office, a separate task can be set up which you can manually run when needed to immediately call patients for any appointments which have not already been called.
5 - Verify the patient phone number selected for the CallSTAFF program to use is populated (see Registration --►Regular or Registration --►Worker).
6 - Verify that Utility --►Provider <CallSTAFF Reminder> and Utility --►Set Up --►Appointment --► Appointment Type <CallSTAFF Reminder> are set to Yes.
7 - If the N column on the schedule is gray, there may be several reasons why the call did not go through. Modify the appointment and check the Confirmation field.
8 - If the patient calls and says they picked up the phone but missed the message, or the message played too soon and they only heard a portion of the message, call the phone number and listen to the patient's message. If the patient's voice mail message is too long, the CallSTAFF recording may not be heard or only part of the message may be heard. This is more of a problem when calling cell phones because in addition to the patient's message the cell phone service provider may also have a message which plays. The only thing which can be done if this happens frequently is to have Prime Clinical System increase the length of the delay in the CallSTAFF phone message.
If changes were made to items 1, 4, 5 or 6 above, a manual task can be run to call those appointments. Clinics who have not already had a manual task set up should call PCS for assistance.