Rolling Out On-Call Hub 1.6.16

Today we have rolled out the latest version of On-Call Hub, version 1.6.16. We are excited to introduce a number of new features and improvements to your experience based on your feedback and suggestions.

“Taking Calls” Button

All Agents now have a button in the top right corner that toggles their “Taking Calls” status. When agents are Taking Calls, they will be sent SMS notifications when Encounters enter the Open Queue.

When Agents start taking calls, they are able to either take calls until they click the “Taking Calls” button again, or they can select a stop time to automatically stop taking calls.

If the company is using Agent Scheduling, and the agent is scheduled to be on-call but is not currently taking calls, the button will become larger and turn orange, a gentle reminder that they may want to start taking calls since they are on-call. If the Agent is on-call, the “Automatically stop sending me calls” form will automatically default to the end of the shift.

Indicators have also been added to the Agent Scheduling sidebar to indicate whether agents are taking calls.

It’s important to note that the Agent must have at least one phone number with SMS enabled in order to receive SMS notifications. To update phone numbers on your account, just log in and click “My Account”, then click edit and add or remove phone numbers as needed.

“Call Provider” Button

While working with an Encounter, Agents can now utilize the “Call Provider” button to place a call to the On-Call Provider. This functions exactly as the “Call Customer” button does, and automatically attaches the call log and recording to the Encounter.

In order for the On-Call Provider to be called, a valid phone number with the Voice option enabled must be associated with the Provider’s user account (NOT in the notes associated with the user account).

“Dial Out” Button

While working with an Encounter, Agents can now utilize the “Dial Out” button to call any phone number. After selecting the device/phone number to call from, the Agent can enter a label and any valid phone number to be called. The call will be added to the call log for the Encounter, along with a recording of the call. This feature is useful for calls to the pharmacy, specialists, etc. that need to be logged in the course of providing care.

As always we appreciate your feedback. If you have any questions or ideas, please reach out using the form below!