- I didn't get my reports, either by fax or email, can you resend them?
Yes, however you can also obtain them from the website by:
- Logging onto MyTeleVox.com with your username and password
- From the user menu select HouseCalls:
- Choose Reports, Call Results Report
- Select the day or Call Session you are looking for:
- Click on Display Report and Print.
- I sent my files in late will calls be made on time? Or, if I am late sending files and receive an email notice, can I still send them to TeleVox?
Please call or email TeleVox ASP Support (877-269-2904, asp@televox.com) between the hours of 7:00 AM and 8:00 PM, Central Time, Monday - Thursday or between 7:00 AM and 7:00 PM, Central Time, Friday to verify the file upload status with a technician.
- If I upload my appointment file twice, will it call my patients twice?
If the information is the exactly the same then HouseCalls will not call them twice. But if anything has changed in the file, then it possibly could make duplicate reminder calls.
- Are HouseCalls phone calls still made when you're out for holidays?
Yes, but if your holiday schedule is different than your normal schedule then you will need to notify TeleVox of any changes. Also if you do not want your clients, customers, or patients called on the holiday itself you should notify us -- the exception to this is Christmas Day as TeleVox policy is not to make reminder calls.
- How can I fix the Active-X error on MyTeleVox.com website?
Open Internet Explorer and perform the following steps:
- Select Tools from the top menu
- Choose Internet Options and click on the Security tab
- Highlight the Trusted Sites icon
- Click on the Sites button
- You should see a blank field for 'Add this web site to the zone'. Enter https://www.mytelevox.com in this field and click OK
- Again ensure the Trusted Sites is highlighted, choose Custom Level, make sure that you enable ALL Active X features listed
- Then click OK, Yes, OK and close out ALL Internet Explorer windows (open Internet Explorer windows will be listed in the Windows System Tray)
- Reopen Internet Explorer. You should not receive this error again. If you do, call the TeleVox Support Team at 877-269-2904 for additional troubleshooting assistance.
- I am receiving a database error while trying to create an export file, what can I do to fix this?
In most cases the cause of this error results from your Practice Management System (PMS) software. Please call their support number (usually found by selecting Help from the PMS Top Menu) for a resolution. If needed, the TeleVox Support Team will work with the PMS software support team to resolve the issue.
- I need to add, change or delete my message. How is this done?
Unless you or your staff have used Voice Manager and are familiar with creating messages, you will need to contact the TeleVox Support Team at 877-269-2904 for assistance with the changes.
- What do I need to do to put HouseCalls on another computer?
The switch can be done if you have administrative rights to the new computer. HouseCalls software is available through the support tab on your MyTeleVox.com website. Click on Support, select download, choose the HouseCalls file and follow the Setup routine.
- How do I upload a file on the website?
- After logging into the MyTeleVox.com website, click on 'File Upload'.
- Choose the appropriate file type, click 'Browse', choose a file to upload, then click on 'Upload File(s) Now!' from the bottom of the page.
- How do I make sure the file I uploaded is going to be called?
- After logging into the MyTeleVox.com website with your username and password, click on 'HouseCalls':
- Click on 'Calling Pages' then 'View Calling Pages' below it.
- Choose the date with the calendar icon or the right and left arrows.
- If you see patient names for the date you need, then you uploaded the file properly!
- Call reports shows too many Answering Machine listings. How can I be sure the report is accurate?
HouseCalls typically listens for a brief period of noise versus a brief period of silence. It expects a person to say something like "Hello" and an answering machine to say something like "Hello this is ... we're not in right now ...". Excessive background noise such as traffic, television, loud conversation, etc. can sometimes be confused with an answering machine in which case, HouseCalls will play the message twice without offering response options. Please contact the TeleVox Support Team if Call Reports consistently show a disproportionate number of answering machine listings.
- Can HouseCalls send email appointment reminders?
If your PMS has the capability to export client, patient, or customer email addresses, then HouseCalls can send appointment reminders via email.
- How do I get my billing call details for the MyTeleVox.com website?
You must be setup and authorized, prior to accessing this feature, as a Billing Administrator. Once this is done the billing report is viewed by:
- Logging into the MyTeleVox.com website with your username and password,
- Select 'Billing'.
- Then select the month for the reporting period.
Posted
on Wednesday, December 13th, 2006 at 1:14 pm and is filed under Support Q&A, HouseCalls.
