Edit1 - Introduction
At the end of a call session, a report is generated that details the results of the session. Each call is categorized with a result — or
status — identifying what happened with the call.
Edit2 - More Information
The possible statuses detailed on the report are as follows:
Ans Mach-no Msg left: This status indicates that an answering machine or voicemail was detected, but that no message was left. Typically, a message is not left due to the configuration in the
Setup window, directing ReminderPro not to leave such messages.
Ans Mach, Try #:If you have checked the
Answering Machine-Leave Message: After X Tries option in System Setup, ReminderPro lets you know how many attempts it accomplished without reaching a live person.
Answering Machine: When a recording device such as voicemail or an answering machine is detected, this status will result. This indicates that the device was not only detected, but also that a message was left.
Busy/Busy Signal: This status indicates that a busy signal was received. ReminderPro will retry these calls, but if a busy signal is received each time, the final status will fall in this category.
Call: The
Call status means that this call was generated but not made. Usually this means that the session was not started, or that the scheduled end time for the session arrived before the call could be made.
Call Limit Reached: ReminderPro tried back the number of times designated in
System Setup > Call Attempts before the call session ended. (If the call session ends before the Call Attempts limit is reached, you will get the appropriate status code such as
No Answer or
Busy Signal.) If a significant number of calls display this status you may want to increase the number of
Call Attempts in
System Setup.
Do Not Call List: When patients are added to ReminderPro's
Do not Call List, they will appear on the report with this status. This means that a call was not made to this individual because of their presence on the list.
Fax Machine: This status means that a call was successfully made, but that a fax machine was detected. In this case, the call is simply ended with no further action taken.
Message Confirmed: This status indicates that a live person answered the call, listened to the message, and pressed the assigned key to confirm receipt of the message.
Message Delivered: The
Message Delivered status means that a live person answered the call, but hung up during the playing of the message without pressing a key to confirm receipt of the message. Some portion of the message had been heard, but there is no way to ascertain how much.
Message Given: This status means that ReminderPro successfully called and played the message over the phone, however, it was not able to detect whether it was a live person or an answering device that received the call.
Message Left: ReminderPro delivered your message to a person who left a message back to you using the
Record touch-tone option. You can listen to the message from
Reports > Incoming Messages.
Message Only Left: This status means that the message is configured without a confirmation script (by checking the 'No Confirmation - message only' checkbox on the message itself). The call was successful, and the message was delivered to a live person.
Multi Family/no call: A call record with this status means that the patient in question is one of two or more patients with that particular phone number. ReminderPro will, by default, make one call to that number, relaying all appointment information for all patients, rather than making multiple calls to the same number. Calls with this status were not made, but the appointment information for this patient was included in another call record on the report.
No Answer: This status indicates that the call was sent, but no answer by a live person or by a recording device (answering machine or voicemail) was detected.
No Dial Tone: This means that there was no dial tone detected on the outgoing line, so dialing did not take place.
No Ring: ReminderPro called a phone number that did not ring through. Check the number for accuracy (make sure all digits are entered properly) and try calling it by hand. Correct the person’s phone number, if needed.
No Transfer / Busy: The person tried to transfer to a live operator using the Transfer touch-tone option, but the transfer line was busy. The best way to avoid this is to have busy lines roll over to an open line, or to have a voice mail box available on the transfer line.
No Transfer / Disconn: The person pressed the Transfer touch-tone option, but hung up before the transfer was completed.
No Transfer / FAX: The person tried to transfer to a live operator using the Transfer touch-tone option, but the transfer went to a fax line.
No Transfer / SIT Tone: The person tried to transfer to a live operator using the Transfer touch-tone option, but the transfer line was out of order and delivered an operator message.
No Transfer / Timeout: The person tried to transfer to a live operator using the Transfer touch-tone option, but the transfer failed. This could be caused by improper transfer setup, phone system problems or phone line problems.
No valid Phone #: A
No valid Phone # status means that the phone number for the patient in question was not in the valid format. The number should be validated within your Patient Management System.
Operator Intercept: This status indicates a problem with the phone number dialed. An operator intercept is detected, for example, when a phone number has been disconnected or not dialed according to the necessary dialing rules (e.g. 1+Areacode). By default, operator intercepts are automatically recorded by ReminderPro and can be played back by clicking the
Incoming Messages on the toolbar.
Person-no msg. left: This particular status is similar to the
Message Delivered status, meaning that the call was answered by a live person who then immediately hung up. While
Message Delivered means that some portion of the message was listened to, this status indicates that the message had not yet begun playing.
Transferred: ReminderPro delivered your message to a person who then transferred to a live operator using the Transfer touch-tone option.
Edit3 - Applies To
All ReminderPro Versions
Edit4 - Support
If you continue to experience the problem after trying this suggestion, or if you have further questions, you may enter a case for our Technical Support Department directly visiting
http://www.inphonite.com/support. Technical Support is available between the hours of 9:00am and 6:00pm Eastern Time, Monday through Friday.
TopKeywords: calling sessions, reports, autoreport, auto-report, automatic, descriptions, definitions, glossary