Manage All Calls and Call Exceptions
The Call Record Report menu displays two links at the top of the screen:
Manage All Calls
Call Exceptions
Manage All Calls:
The Manage All Calls link is a shortcut that will automatically pull a Call Detail Report of last week’s calls and allow you to take action on any unmatched or multiple match calls.
Call Exceptions:
The Call Exceptions list will allow for specific rules to include/exclude phone numbers. By default, 800 numbers will be excluded. You may add specific 800 numbers to this list to allow them.
For more information, please refer to this page:: CallerIQ – Exceptions List
Patient Summary
The Call Record Patient Summary will display a list of all calls with each patient and the total duration for the month selected.
This report will allow for filtering to unmatched calls or filtering by patient status (All, Active, Unclaimed, Deactivated).
Headers: Phone Number, Number of Calls, Duration, Patient Last Name, Patient First Name, Patient Middle Name, DOB, Patient ID, Status
Staff User Summary
The Staff User Summary Report will show a list of all staff phone numbers and extensions, as well as the total number of calls and total duration.
This report may be filtered to Staff Extensions, Unknown Extensions, or All Extensions.
Call Detail Report
The Call Detail Report will show information about all calls including source phone number, destination phone number, the date the call was made, the duration of the call, the patient the call was matched to, the staff name for the number/extension, as well as patient name, date of birth, and ID.
Call Detail
Headers: Phone number(source), Destination, Call Date, Duration, Match, Staff, Patient, DOB, Patient ID
Allows for filtering by staff member
Allows for filtering by call type
Calls with any issue
Ignored
Ignored by user
Multiple Matches
Unmatched
Unrecognized Staff
Clerical
New
Processed
Month
Patient Filtering
All Records
Unmatched
Calls that could not be matched to a staff’s phone number or extension
Patient Matched Calls
All Patients
Active Patients
Unclaimed Patients
Deactivated Patients