• How do I add users to LabCalls?
  1. Log into the 'MyTeleVox.com' website and select 'User Administration':
  2. Then select 'Users' from the top menu:
  3. Click on 'New' and fill in the blanks:
  4. Click on 'OK to submit.

• My patients aren't able to log into LabCalls ASP system and get their messages. What should I do?


1. Log into LabCalls ASP over the Internet.


2. Go to Client Mailbox


3. Search for patient.


4. Once you have found the patient you can then edit the information.


5. When finished please make sure that you click on save before exiting.

• What steps should we take when a staff member leaves our practice? First, have a LabCalls Administrator or Super User change the staff member's password so the staff member can no longer access the system. This is extremely important to help protect patient privacy and prevent someone who is no longer a member from having the ability to log in and assign messages or delete important lab results from a patient's mailbox. Next, identify whether or not the user has created any custom messages in the system. If they have, log in using that staff member's information, go to the Messages tab, click on their Public or Private folders, and select one of the messages. After clicking on the message, it will be displayed on the right side of the screen. Click the "Archive" button and repeat this process until all messages have been removed. Third, check to see if the user had any report schedules set up in the system and remove those. Once custom messages and report schedules have been deleted for the staff member, an Administrator or Super User should delete the user account from the system. Refer to your manual or contact technical support if you need assistance.

• What is a Cost Center? Should we use them? Cost centers are a method of showing separation within your organization, whether it is by physical location or by departments. Cost centers are primarily used by larger practices that have a large number of departments or different clinics separated into different physical locations. Smaller practices that only have a few doctors usually prefer to not use cost centers. The main use of cost centers is to help group or reconcile activity in the system by something other than provider. They are also used by some larger practices to help separate billing at the end of the month. The majority of the reports in LabCalls are grouped either by provider or by cost center and can also be filtered by cost center. For example, if an organization has 3 cost centers, such as Radiology, Dermatology, and OBGYN, a user in the OBGYN department can run a filtered report showing the number of messages that were assigned to the OBGYN department last month.

• When assigning a library message from the telephone, how does a doctor know which message is which? The "Library Messages Summary" and "Library Messages Detailed" reports provide a list of all library messages in the system and the telephony ID associated with them. When assigning a library message over the phone, users are prompted to enter the telephony ID of the message they wish to assign. Once they do so, the system plays back the entire library message to them and then prompts them to press the 1 key if this is the correct message.

• What do you do if Social Security Number (SSN) is being used as the Unique Identification number (UID) and a child, particularly a newborn, does not have one? Usually if a child comes in for lab work and does not have a SSN, the lab results will be delivered to the parent's or guardian's mailbox in LabCalls. In most cases, the parent or guardian is the person who will actually pick up the results. If that is not the case, the child's Medical Record Number (MRN) can be used instead. The child's client mailbox may have to be set up manually to use the MRN. Another option is to have TeleVox set up an import engine that uses the MRN field instead of the SSN field if one is not present.

• What do you do if Social Security Number (SSN) is being used as the Unique Identification number (UID) and an immigrant who has lab work done does not have one? In this situation, the Medical Record Number (MRN) is usually the best option as it is unique to the individual patient. In fact, most organizations that see a large number of immigrants use the MRN, rather than SSN, as the default UID. If the SSN is the default UID at your organization, the patient's client mailbox may have to be set up manually to use the MRN. Another option is to have TeleVox set up an import engine that uses the MRN field instead of the SSN field if one is not present.

• How do most clients document lab results in an EMR? Do they manually enter it, copy and paste, or is there another option? Are you able to copy (right click) in your system? Most organizations do not worry about tracking the lab assignments in their EMR system since LabCalls automatically tracks anything that is assigned or delivered within the system. However, LabCalls data displayed on the screen or in reports can be copied and pasted into your EMR, if your EMR allows copying and pasting.

• How do you delete a custom message created by a different user? Only the user that created the message has the necessary permission to delete that message. If the message needs to be deleted, have that user log into the system to complete the action. If the user is no longer with your organization, reset the password for that user and log in as them to delete the message. Do this by going to the messages tab, clicking on the user's public folder, clicking on the message you wish to delete, and then clicking on the "Archive" button. This process must be repeated for each message in the public and private folders that you want to delete.

• What if the user who created the messages has already been deleted from the system? If this problem arises, contact the TeleVox technical support department to have the custom messages removed. Please be sure to have your customer/reference number(s) ready and provide the name of the user who originally created the messages as it appears in the LabCalls system

• How long are patient lab results stored in the LabCalls System? All lab results are stored in our system indefinitely. The ONLY exception is a message that was assigned to a patient and then manually archived before the patient retrieved the message.

• Do we get charged for messages that are assigned and then archived before the patient retrieves them? No. If it is discovered that a message was assigned to a patient mistakenly and subsequently archived (deleted), there will not be a charge for that message assignment.

• How can I make the site easier to use? Microsoft Internet Explorer has a feature called "Full Screen" that turns off or shrinks some of the toolbars, providing more room to look at the website. To enable this, press F11 on your keyboard. To return to normal, press F11 again.

• Why can't I log into the telephone system and make message assignments? This is probably due to a non-numeric username and/or password. A LabCalls ASP Administrator, Super User, or TeleVox Tech Support can change the username and password to numeric values. To make it easy to remember, use something like the last 4 digits of the Social Security number or a provider number from the scheduling software for the login and a six to eight digit date of birth for the password.

• My cost center field just says "No Cost Centers Defined" and I can't assign messages. What is wrong? A user MUST be a member of at least one cost center before they can assign any messages in the system. To fix this, the LabCalls Administrator or Super User will go to the "Members" link under the "Cost Centers" tab in the administration portion of the system and ensure that your name is listed under the appropriate cost center.

• I can't hear the message playing on my PC and I am getting an Active X error where the TeleVox Voice Recorder should be displayed on the web page! This is most likely due to a permissions issue on the PC, or the PC not having a sound card installed. First, ensure that the PC has a sound card. Hint: Check for a place to plug speakers into the back of the PC. There should be three small ports on the card that look like headphone jacks. Most new sound cards are color-coded. Green is usually the speaker out port and pink is the microphone in. Next, try to play another type of audio file, such as a CD or a system sound, to ensure the speakers are working properly.If an Active X error is displayed, this is usually a result of the user currently logged into Windows (not LabCalls) not having the necessary permissions to install Active X controls. Contact your network administrator or local information systems person to have them log in as an administrator and install the software by repeating the steps you took to get the error. The software should try to install automatically whenever the website requires it. Once it has been installed by your IT personnel, it should work for any other user on that computer.

• How do I prevent getting logged off automatically? If you are on one screen for more than 20 minutes, then LabCalls will automatically log you off. To prevent this, you need to move to another screen. You can do this by performing an action in the lower part of the screen that causes the entire screen to refresh. Also, you can select a different tab at the top of the screen.

Posted on Wednesday, December 13th, 2006 at 10:55 am and is filed under Support Q&A, LabCalls.