Introducing On-Call Hub 1.6.9

I am excited to announce new features we are introducing to On-Call Hub in our next software deployment, version 1.6.9. These features include Quick Action Buttons, Improvements to Voice, Quality of Life improvements, Bug Fixes and Updates. We are constantly working to improve the user experience for our customers, and are deploying changes to reach that goal.

Quick Action Buttons

These buttons appear on the On-Call Hub main page when users hover their cursor over an Encounter. Agents will see "Assign to Me" and "Assign to Agent" allowing them to assign encounters to themselves or another agent. Once assigned to themselves, an encounter will show "Call Customer" (if Voice is enabled), "Edit", and "Send to Practice" to quickly perform these actions on the Encounter. Practice Administrators will see a “Complete” button when viewing Received Encounters on their home page.

Voice Improvements

A new button, "Call Customer", is available at the top of both the Encounter details page and the Encounter edit form. This will initiate a call between the agent and the original caller using the entered Callback Phone. Agents will be connected using the any of the phone numbers configured in their user profile to allow outbound calls.

We are also adding the ability to call a customer using "Call Customer" to ANY encounter. Previously, this was only possible when the encounter was received using On-Call Hub's own Voice system.

The issue/complaint voicemail that the customer recorded while initiating the Encounter is also now available on the Encounter edit form.

These changes have been inspired by ideas from On-Call Hub's users, and as always we appreciate your feedback. If you have any questions or ideas, please reach out using the form below!