Appointment reminder for multi-location and multi-doctors

Posted on November 17, 2008 | By Voicent News

Right now through message designer, certain items of an appointment are available to play. But say if we have Multiple doctors for particular one office, and we want to play “Dcotor’s Name” for the appointment. How can we play that name

First, you need to have multi-user license for AutoReminder. A user (doctor) for Auto Reminder is also referred as a calendar user (vs. contact for patient). To add a new calendar user, select User from the program main menu, then select Manage Users. Details please see Multiple User demo.

If you are using the HTTP interface to management your appointment, please use the user field to specify the appointment user. The rest of the fields should be the same as for single user version.

Its not adding from different location, its about letting patient know that they have appointment with this doctor at this location.

Assume there are two offices: office1 and office2
Assume there are two providers: provider1 and provider2

Both providers see patients in both the offices.
On Monday and Tuesday: Provider1 sees patient in office1. Provider2 sees patients in office2.
On Wednesday: Provider1 is on holiday and Provider2 sees patients in office1.
On Thursday: Provider1 sees patient in office2 and provider2 on holiday.
On Friday: Provider1 sees patients on office2 and provider2 sees patients on office1.

Now when appointment reminder calls, Here is what we want do for multi-user, multi-provider practice:

Example1: Patient abc has an appointment with provider1 at office1.
Example2: Patient pqr has an appointment with provider1 at office2.
Example3: Patient xyz has an appointment with provider2 at office1.

How can we have Auto Reminder let patients know about “Doctor name” and “Office name”?

This requires a simple extension. All you need to do is treat “Provider1 in Office1″, and “Provider1 in Office2″, two different calendar users. So when you add a new user, specify “Provider1 in Office1″ and choose the correct office call back number.

Please also note that when you add a new user, you can specify an audio file to pronounce the user name (doctor name). You can simply say something like “Provider1 in Office1 at street…”. This way the reminder call message will include both the doctor name and location.

Once setup, you can add your appointment using the user field.

Posted in Appointment Reminder |

Predictive dialer, Skype, and Agent

Posted on October 23, 2008 | By Voicent News

I am trying to set up this software to work with skype. I have 4 agents and I want to know how to use the software and whether it will be suitable for the purpose I need it for. I have tried making calls but keep getting a message saying no agents logged in.

When AgentDialer starts predictive dialing, it first checks whether there are available agent to show the screen popup. If there is no available agent, and the call gets a live answer, the software will have to disconnect the call since no one is there to talk to the customer. To see how many agents are logged in, please select Predictive > Show agents logged in… from the program main menu.

When Voicent Gateway starts, it will automatically starts a “local agent”. A local agent basically allows the software to screen popup to be shown on the same computer as the gateway computer. You could turn off the automatic starting of a local agent by selecting the gateway main menu > setup > options > Call Transfer, and selecting “do not show popup screen on this computer”. If you are testing it with shareware edition, you must use local agent to test.

If you have Enterprise Edition Agent Dialer, you can have the screen popup on a different computer other than the gateway computer. This is usually your agent’s computer. In order to receive screen popup and audio, you must install Voicent RemoteAgent program on the agent’s computer. Whenever the agent is ready to receive the call, he or she must Login using the RemoteAgent.

For more details, please select Help > Predictive Dialer Setup Guide from the program main menu

Posted in Agent Dialer, Skype |

Setup call transfer for auto dialer

Posted on October 22, 2008 | By Voicent News

We have AgentDialer. I am trying to set up the call transfer function in Voicent Gateway.

Goal: Have AgentDialer dial out on my client’s landline, dial some callee’s phone, the callee can hit a key to talk to a live human, your system then forwards the call to my client’s cell line.

This description fits better with Voicent BroadcastByPhone autodialer than AgentDialer. The major difference between these two products are the following:

1. Auto dialer makes a call, when it detects a human voice answering the call, it plays a pre-recorded message. In the message you can inform the called person to press a key to transfer to a live person.

2. AgentDialer is a predictive dialer. When it makes a call and once it detects a human voice, it immediately transfers the call (normally uses a screen pop up). The key difference here is that the person receives the call will not hear a pre-recorded audio message. The call transfer happens automatically after he or she says Hello. If the transfer and operator talks immediately after the call is transferred (see the screen popup), the person receives the call usually cannot tell whether the call is initiated by a human or a computer.

I am testing Agentdialer by dialing from my client’s landline, calling my own phone, hearing the test recording, and trying various things to make your system put me on hold and dial my client’s cellphone line.

I see the call transfer screen. I see the Prefix < transfer to phone number > and Suffix.

Prefix and suffix is not very well explained. I take it that the prefix is the initial flash + *72 and suffix is whatever happens when a person hangs up?

Prefix is whatever digits you need to press before the transfer phone number
Suffix is whatever digits you need to press after the transfer phone number. If there is none, simply leave it blank.

What is the usual symbol or character sequence to get the phone to flash?

Use exclamation mark !

For more information about setting up call transfer, please click the Help button on the call transfer page.

I assume that AgentDialer or Gateway would take a keypress from the callee that triggers your program to do the call transfer to the third line. As in “Press 9 to talk to a live person.” What is that keypress?

Please install BroadcastByPhone, and select Help > Product Walkthrough… from the program main menu. Basically you need to use Message Designer to setup your confirmation items.

Posted in Agent Dialer, Auto Dialer |