Confirm-IT2 ™ By CTL User Guide Revision 1.0.
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Table of Contents INTRODUCTION............................................................................................................. 1 Overview of Confirm-IT2 (also referred to as “CI2”) .................................................... 1 Figure 1 Confirm-IT2 “Yesterday and Today’s Appointments Main Screen ............ 2 GETTING STARTED, “The Basics”.............................................................................. 2 Assumptions..........................................................
Table of Contents Notify Now ................................................................................................................... 24 Figure 24 “Notify Now” Progress Indication........................................................... 24 Adding a Customer’s Mobile Text Message Address .................................................. 25 Figure 25 Adding a Cell Phone Text Message Address........................................... 25 Creating A Manual Confirm-IT2 Appointment ..................
Confirm-IT2 Overview INTRODUCTION Overview of Confirm-IT2 (also referred to as “CI2”) Confirm-IT2 (CI2) is an automatic appointment reminder system. It is similar to the original Confirm-IT product but does not include the graphical appointment scheduling calendar. It integrates with and compliments existing appointment scheduling calendar applications that do not offer an appointment reminder feature.
Getting Started Figure 1 Confirm-IT2 “Yesterday and Today’s Appointments Main Screen GETTING STARTED, “The Basics” Assumptions After the software has been installed on the Confirm-IT2 user’s computer, you can start Confirm-IT2 by clicking on Start and then clicking on Programs, Confirm-IT2 will be shown in the Programs menu. Click on Confirm-IT2 to start the application.
Getting Started Sign In To start Confirm-IT2, click the on the desktop icon select Confirm-IT2 from the Programs menu. if present, or you may NOTE: Several customized versions of Confirm-IT2 are available to fit the needs of different business types. Although the operation is the same, the screen examples in this User Guide may differ slightly from your version.
Getting Started About The Main Appointment Confirmation Status Screen Personal Reminder Notepad for User Callout, Email or Text Appointment Reminder Information Column Descriptions. Familiar Pull-Down Menus See Figure 12 Indicates Appointment, Appointment Range, Appointment Date, Reschedule, Birthday, Notify Now, Provider Canceled or Inactive type of notification. Bold information indicates today’s activity, Regular text displays yesterday’s activity.
Getting Started Using Confirm-IT2 (Import Modes) The amount of involvement in the daily operation of Confirm-IT2 will depend on the Mode of operation that was selected from the File/ Import Appointment Manager menu during the software setup. Most likely, Auto Mode was selected during the installation and the initial Import information fields have been set up, so there is not much involvement other than monitoring the dynamic Main screen and possibly running some reports.
Getting Started The imported data records will be shown in the Results of import window. After clicking the Import and Save buttons, you will be asked if you want to be prompted to confirm customer information updates, resolve duplicate customers and create appointments. If Yes, you will be prompted for action if any changes from previous customer records are detected i.e. phone number change etc. If No, import will run and show number of Total customers updated. Click the Save button to exit.
Getting Started Viewing and Printing Confirm-IT2 Reports Confirm-IT2 provides 3 major report types: Confirmation, Appointment and Inactivity. These reports are viewed at the Confirm-IT2 User PC and can be printed. The Appointment Report shows pending callouts and callout results for a specified date and time period, set in the Report range section of the screen. All customers are selected by default but you may select certain customers and disregard others.
Reports Drop Down Menus In the upper left of the screen are the pull down menus that will be explained in the next pages. Confirm-IT2 FILE OPTIONS Work Week /Holidays Options HELP User Guide Import Customer Data Installer Options User Options Browse Preview Import Passwords File Menu Restrictions Appointment Restrictions About Confirm-IT 2 Software Version Numbers Open DB Setup Mgr.
Reports Confirmation Report Figure 8 Callout Confirmation Report The Confirmation report shows the callout results for a specified date and time period, set in the Report range section of the screen. Callout results can be set to All or you may elect to only see call results for Confirmed, Cancelled, Completed, Retry, Aborted-Err or Failed callouts in the Status column. NOTE: The Aborted – Err result indicates that there is a phone number format problem etc.
Reports Appointment Report By right clicking on an appointment with a future date and no notification has been sent yet, you can cancel that request from the Confirm-IT2 internal database. You may also mark it for deletion. Figure 9 Appointment Report Right / Double Click Options The Appointment report shows the callout results for a specified date and time period, set in the Report range section of the screen.
Reports Inactivity Report Figure 10 Inactivity Report This report will provide you with a list of customers who you’ve not seen for the last 30, 60,90,120,180 Days, One or Two Years . It can also display customers who are in your database but have never been active.
Recording Notification Messages Two different types of cancellations can be shown in the main Yesterday and Today’s Confirmation screen. If the recorded Appointment Reminder message includes: “to cancel this appointment, press 2”, when the called party presses the digit 2, it will show as an appointment cancelled by customer. If the Confirm-IT2 system was instructed to send out appointment cancellation callouts and/or Email/Text messages, those appointment cancellations will show as cancel completed.
Reports To delete the note completely, double click on the note at the top center of the Yesterday and Today’s Confirmations screen. Help Menu The pull down Help menu provides access to: - - Confirm-IT2 User Guide - can be viewed from this menu. Installer Options – A link for the installer to connect to the Advanced programming screens of the Confirm-IT2 Server. It has its own viewer and will automatically connect to the IP address of the server.
Recording Notification Messages Exit Confirm-IT2 To exit the Confirm-IT2 application, click the File menu and click Exit. If the Import Mode is set to Auto, the following warning will appear. When Confirm-IT2 is started again, it will remember if it was in the Manual or Auto Import mode. Figure 13 Exit Confirmation From Auto Import Mode User Options Confirm-IT2 has two sign in password levels: Administrator and User.
Recording Notification Messages Notification Callout Options Most of the Notification options were entered while running the wizard. Additional options such as number of rings, busy attempts, answering machine detections etc are modified here for each type of callout. Usually, these settings can be left at their default value. Notification types are: Appointment – - Reminder call and Email/Text Msg. to customers who have scheduled appointments.
Recording Notification Messages Figure 14 Typical Notification Option Parameters To avoid making reminder calls on holidays the Adjust for Off Days/Holidays feature forces Confirm-IT to look ahead to see if tomorrow is a holiday or business off day. It will force the system to make those reminder calls now, prior to those days. Example – Christmas is on Thursday and Friday is a work day. Reminder calls for Friday will go out on Wednesday the day before Christmas.
Recording Notification Messages Using the Message Record Graphical User Interface As previously discussed in the Callout Options, Confirm-IT can do more than just remind customers of their scheduled appointment by calling and playing a reminder message and / or sending cellular text messages and Email. Confirm-IT can also: 1. Notify customers their appointment is cancelled due to a personnel problem. 2. Notify customers and employees of business closure due to weather etc. 3.
Recording Notification Messages The four Tabs labeled General, Record/Upload Options, Email and Text to Speech appear for each of the Notification Options when selected from the drop down Options box. Recording procedures are identical for each of the notification types although some types require single part recording and others require two parts. Message examples for each recording are provided as a guideline. We will go through the procedure for creating or importing Appointment option recordings.
Message Recording Using the GUI This example is the Appointment Message which has two parts [Save Recording (1)] and [Save Recording (2)]. The Answer Machine Recording also has 2 parts. Examples of typical messages Figure 18 Record/Upload Options TAB Screen In the Wav File entry window you must type a temporary file name. Alternately, you may type a path and name to save the recording there for future use. Example - C:\messages\appt1.
Message Recording Using the GUI TO RECORD After entering a file name, click anywhere on the screen to activate the Play/Pause/Stop/Record control bar. Click the Record button to begin recording into the microphone. When finished, press the Stop button. IMPORTANT NOTE!! If you selected an existing Wav File using the Browse button, you will record over that existing file! TO PLAY Click the Play button to hear the recorded message through the PC speakers.
Message Recording Using the GUI The General TAB allows you to play back existing recordings that have already been uploaded and saved to the Confirm-IT server. This is the actual message that will be heard by the person receiving the recorded message. If the recording does not exist for the selected Notification Option, the Hear Recording key will be dimmed.
Using Confirm-IT2 Customer / Patient Manager The Customer Manager section allows you to search and select a particular customer’s contact information within the Confirm-IT2 internal database. In the Customer Manager you can display or modify a customer or patient’s appointment reminder profile settings. Searching For a Patient Appointment Profile Open the Customer Manager screen by selecting Customer Manager from the pull down Options menu. Miscellaneous details about each customer may be entered here.
Using Confirm-IT2 The search result screen shows the information you entered for the initial search. Figure 22 Search Results – Search Again If the name of the person you were searching for appears in the Search Results list, you may either double click on that line or highlight the line and click the OK button. If none of the Results displayed are the one you are searching for or if a large number of records are displayed, you may narrow the search by entering additional key information.
Using Confirm-IT2 Notify Now Different from a Scheduled reminder, clicking the Enable Notify Now button plus the Save button will trigger a notification to the media selected in the check boxes below it ( [ ] Email/Text [ ] Phone). It is designed to notify a person immediately that a service such as an available table or golf tee time etc. has become available.
Using Confirm-IT2 Adding a Customer’s Mobile Text Message Address A mobile phone text message address can be automatically calculated in the Text Message Address field. If you move the mouse pointer over the Text Message Address field, a tool tips bubble will appear. Double clicking on this field will produce a convenient mobile service provider list. Enter the 10 digit mobile phone number. Click the proper cell provider and then click the Convert to address button.
Using Confirm-IT2 Creating A Manual Confirm-IT2 Appointment There may be times when you want to send a Notify Now reminder message or possibly make a private appointment for someone who has never been imported from your scheduling database. This person can be manually entered into the Confirm-IT2 internal database by selecting Create Appointment from the pull down Option menu.
Using the Dial Menu TUI Dial Menu for Recording Notification Voice Messages All necessary callout messages should have been recorded during the initial installation of the Confirm-IT2 system. The following information is included for understanding how Confirm-IT2 works. If any changes are required to the voice message recordings, you should contact your system administrator or the system installer.
Recording Notification Messages With the TUI Recording Messages via Telephone User Interface (TUI) ANY MODIFICATIONS TO THE CONFIRM-IT2 SERVER PC SHOULD ONLY BE DONE BY AUTHORIZED INSTALLATION PERSONNEL . This information is included for informational purposes only. To access the TUI, you must call into one of the Confirm-IT2 telephone interface card ports. In the basic system, there are 4 ports with modular jack connectors located on the back of the Confirm-IT2 server computer.
Recording Notification Messages With the TUI Feature to phone system extension by dialing “0”options have been enabled in the Callout Options screen or if you offer the Cancel Appointment option. (see Figure 17) The Confirm-IT2 Telephone User Interface Tree in Figure 24 is a graphical illustration showing how to navigate through the message recording process.
Recording Notification Messages With the TUI Example- Part 2 (no confirmation feature) = “To cancel your appointment press 2. To hear this message again press 3. Otherwise we look forward to seeing you.” Example – Part 2 (confirmation feature enabled) = “To confirm your appointment press 1. To cancel your appointment press 2. To hear this message again press 3. Otherwise we look forward to seeing you.” Example – Part 2 (confirmation but no cancel option choice) = “To confirm your appointment press 1.
Recording Notification Messages With the TUI Cancel Response – A one part message: Example – “Your appointment has been cancelled. Please call us at 555-1212 to reschedule.” Answering Machine – A two part message: Example – Part 1 = ““Hello, this is ABC company calling to remind you of your appointment on..” DD/MM HH/MM.” (the DD/MM day & month and HH/MM time of day is spoken by the system and should not be part of the recording).
Recording Notification Messages With the TUI Example – Part 2 = “If you have any questions, please call us at 555-1212.” RESCHEDULE REMINDER MESSAGE – A one part message: Example – “Hello, this is ABC company calling to remind you that your pet is due for checkup. Please call 555-1212 to schedule an appointment.” BIRTHDAY MESSAGE – A one part message: Example – “This is ABC company wishing you a happy birthday. Please stop in and get 10% off.
Recording Notification Messages With the TUI The following diagram shows the dial menu tree for navigating the TUI. Confirm-IT2 Telephone User Interface Administration Menu Main Menu 1 Appointment Reminder Message 1 Reminder Message 2 Date Appt.
Additional Information Sample Reception Desk Notice To Clients The last page of this manual contains a sample notice for the clients to read when visiting the business where Confirm-IT2 is installed. The “NOTICE TO OUR CLIENTS explains the new appointment reminder feature and requests their feedback or any special reminder related requests. It is suggested that this sample or one similar be placed in plain view where the clients can see it.
Additional Information We have recently installed an advanced appointment confirmation system. To maximize its capabilities and to make it the most effective for you, we need your feedback regarding your appointment confirmation. As you may have already experienced, the system allows us to confirm your appointment the day before it is scheduled and remind you with a phone call and/or an email/text message. Our intention is to simply remind you of your appointment.
Appendix A APENDIX A HIPAA Information and Consent Form The Health Insurance Portability and Accountability Act (HIPAA) provides safeguards to protect your privacy. Implementation of HIPAA requirements officially began on April 14, 2003. Many of the policies have been our practice for years. This form is a “friendly” version. A more complete text is posted in the office.
