User's Guide to Computer Appointment Verification

Appendix D: Using the Chaining Feature

• Overview
  • Uses
    • Example 1
    • Example 2
  • Procedure for Chaining

Appendix D: Using the Chaining Feature

Overview

The purpose of this option is so you may use the special features of the other CBSI telephony applications through Computer Appointment Verification. Each of these applications has special or unique features that are not available in Computer Appointment Verification.

This appendix details the procedure for chaining to Voice Mail. When you have want to chain to other CBSI telephony applications, the procedure is the same. The option to chain to another application is on a per client basis, depending on the needs of your individual clients.

If you did not purchase Voice Mail, but you do have Parent Teacher Hotline, you can use that program the same way. You can chain to other CBSI telephony applications by modifying the following procedure.

Uses

The most common use for the Chain To feature in Computer Appointment Verification is to allow the individual who has answered the notification to respond to the call they just received. For instance, upon receiving the reminder of an appointment, the party realizes that he or she cannot keep the appointment. There are several options available for handling these situations. Following are two examples.

Example 1

Instead of scripting the Closing speech to say something like:

"....(at) the offices of Dr. Van Pelt on Mockingbird Lane. Please call if you cannot keep your appointment."

you could set up the Closing Speech to say:

"....(at) the offices of Dr. Van Pelt on Mockingbird Lane. If you cannot keep the appointment, or if you wish to leave a message for the Doctor, please stay on the line. Otherwise, hang-up, and we will see you as scheduled."

If the party stays on the phone, the call is redirected to the Voice Mail box for Dr. Van Pelt. The caller is then prompted to leave a message.

Example 2

Another scenario gives the party the option of being transferred to the Doctor’s office to reschedule the appointment, or leave a message. This is a viable option if your phone company offers the Call Transfer service and if the office staff is available to take a transferred call. You can handle this by directing the call into a Voice Mail prompt. If the caller needs to leave a message, the call is directed to a prompt giving the party the option of either leaving a message or being transferred to the Doctors office to reschedule the appointment.

In this instance, an appropriate Closing Speech might be

"...The offices of Dr. Van Pelt on Mockingbird Lane. If you need to reschedule this appointment, please stay on the line. Thank you."

If the party remains on the line, the call is directed to a prompt in Voice Mail where the party might hear a message like this:

"Doctor Van Pelt’s office is opened from 8:00am till 6:00pm Monday through Friday. If you would like to leave a message for the Doctor’s receptionist, please press 1. If you would like to leave a message with the Doctor’s nurse, please press 2. If it is during office hours, and you would like to be transferred directly to the Doctors office, please press 3.

This part of the system tree would look something like the one shown.

If the party selects either 1 or 2, the call is routed and the party is prompted to leave the message. If the party elects to be transferred, the system takes the caller to the control point.

This control point contains the phone number your client wants the caller transferred to in the Transfer Caller To function. The control point transfers the call and disconnects from the line upon establishing a connection. (Please remember that this function only works if your local phone company offers some type of conference calling. Refer to Chapter 8 of your Voice Messaging Software Manual for detailed information on necessary phone line requirements and additional ideas.)

Procedure for Chaining

To Chain from Computer Appointment Verification to Voice Mail,

The CBSI phone application list appears, similar to the one shown in the following figure:

The CBSI Phone Application List

Use the scroll bar to scroll through the list and click on Voice Mail System. Voice Mail System appears in the Chain to Application box.