User's Guide to Computerized Monitor Service

• Introduction
  • Overview
  • Terms
• The Called Party Form
  • Entry Fields
  • The Called Info Section
  • The Call Setup Section
  • The Payor Information Button
  • The Emergency Numbers Button
  • Display Pager
    • Phone Number Considerations
  • The Recording Speech Section
  • The Play Speech Section

Chapter 4: The Called Party Form

Introduction

Overview

In this chapter we introduce you to the Called Party form, its subscreens and their contents. The Called Party form is the area of the program window that contains the unique information for each of your clients.

When you have completed this chapter, you will know what type of information you need to gather to create a Computerized Monitor Service plan for a client. If you are familiar with using Windows programs, you then have enough information to begin using the CMS Client Manager. In this chapter, we introduce you to the Called Party form and its subscreens and discuss:

• The Entry Fields.

• The Called Info Section.

• The Call Setup Section.

• The Payor Information Button.

• The Emergency Numbers Button.

• The Recording Speech Section.

• The Play Speech Section.

Terms

We use the following special terms in this chapter:

Advisory Message	An advisory message is a small box that appears over the program window to tell you something about what is happening. In some cases, advisory messages tell you that an entry you have made in a field is not suitable or is not allowed by the program.
Dialing Prefix	This is a number or series of number you press before you dial the phone number. Some businesses have dialing prefixes you must enter to get an outside line.
Dialing Suffix	This is a number or series of numbers you press after you dial the phone number. Some businesses have dialing suffixes they use for call tracking and billing purposes.
Entry Fields	Entry fields are the white boxes on the screen into which you enter the information about the client or, more generally speaking, the areas in a window that you use to enter information.

The Called Party Form

This dialog box is where you enter your called party information and access the Payor Information and Emergency Numbers dialog boxes. It is vital to have accurate and complete information so your program can schedule calls properly. Entry fields make up the majority of the information screen. These fields require you to enter the requested information into the appropriate field. This section answers the question of what needs to go where.

Entry Fields

Fields are the boxes on the screen into which you enter the information about the called party or, more generally speaking, the areas in a window that you use to enter information.

You may move the cursor (the flashing line that shows you where text appears when you type) by moving your mouse pointer to the field you want and clicking on it. This technique is more commonly used when you are editing information.

You enter the information about the called party in your CMS Client Manager into each of the corresponding fields on the screen. You normally move from one field to the next by using the vor j+v keys until the cursor appears in the desired field. The e key does not have any function while you are completing a Called Party form. A picture of the Called Party form is included at the beginning and end of this section so it is easier to identify the fields we are discussing.

The Called Info Section

This section of the Called Party form contains three entry fields:

• The two Name fields.

• The Phone field.

You may change the name after a billing cycle has completed or print a final bill and then change the name.

To enter phone numbers in the phone fields, basically you type in whatever numbers you would dial to complete a phone call.

The third field is where you enter the called party's phone number. Entering phone numbers can be a bit tricky. The Phone field accepts up to 30 characters, including the phone number itself and any necessary dialing prefixes (area codes, numbers to get an outside line) or dialing suffixes (account or extension numbers that you dial after you dial the phone number). If your called party's number is (123) 555-6789 and it's a local call, you type in: 5556789.

If it's a long distance call and you need to include the prefixes 1 + the area code, you type in: 11235556789.

If your phone system requires you to type a number such as a 9 to get an outside line, you must type a comma "," after the 9. The comma creates a two second pause before dialing resumes. This gives you a dial tone indicating that you have an outside line before dialing the phone number. If it's a local call you type: 9,5556789. For more information on entering phone numbers, see the Phone Number Considerations section in this chapter.

The Call Setup Section

This section of the Called Party form allows you to schedule the time, day, the number of and time interval between redial attempts, and the type of service your client wants. The entry fields in this section are:

• The Redial every __ minutes field is where you type in the number of minutes set between redial attempts. The program redials when a call attempt results in a busy or no answer. The typical interval between redial attempts is 10-15 minutes. The default setting for this field is 5 minutes.

• The Redial Attempts field is where you type in the number of redial attempts that are to be made. The typical number is three. The default is set to 1 dial attempt. If all redial attempts are made and there is no response, the emergency cycle begins.

• The Type of Service section allows you to choose the type of service to be performed. You will want to change the names of these services to reflect your business and how you use the services. The names we've given to describe them to you and typical uses for these types of services are:

• CMS Type 1. A CMS Type 1 service is typically a monitoring call for an older adult.

• CMS Type 2. A CMS Type 2 service is typically a monitoring call for a child after school.

• Reminder. A Reminder service is typically used to remind the called party to do something, such as wake up in the morning or take medication.

• Chain App. A Chain To service is a type of reminder call which attaches itself to another of the CBSI phone applications. You can learn more about the Chain App function in "Appendix D: Chain App" or in "Appendix C: Advanced Functions and Features."

  To set your own names for these services, you open Preferences in the Settings menu. For more information on setting your own names, read "Appendix B: Settings."

• The Call Time fields allow you to enter the called party's call times for up to six calls per day. The number of calls per day is dependent on the type of service and the needs of the called party. For example, a reminder call prompting a person to take medication may be necessary four to six times per day, while a wake up reminder call may only be necessary one time a day.

  There are a couple rules that must be followed in scheduling call times. When entering the times in the fields, the times must be arranged in the fields left to right from the earliest to the latest calling times.

  The calling times also cannot be scheduled any closer together than the retry interval x the number of retries + 1. For example, if the retry interval is 15 minutes and the number of retries is 3, it would be:

  15 minutes x (3+1)

  15 minutes x 4 = 60 minutes or 1 hour

  This allows the program to complete a full retry cycle before beginning the next calling cycle.

  Also, when entering the times, the program uses military time. For example, for 6:00 p.m. you would type in: 18:00.

• The Call Days fields allow you to enter which days you wish to schedule calls for a called party. This is dependent on the type of service and the needs of the client. For example, a monitoring call for a child who is home alone after school would only be necessary on school days.

• The Chain To field allows you to 'chain' the Computerized Monitor Service application to another CBSI phone application. This field is accessible only when the Chain App option is selected in the Service field. Chaining is simply linking one CBSI phone application to another to utilize the special properties of another application. This comes in handy when you want to include a function in Computerized Monitor Service that appears in another CBSI phone application. Chaining is an advanced feature of the CBSI phone applications and is discussed in "Appendix D: Chain App" or in "Appendix C: Advanced Functions and Features."

• The Goto field (For Chaining). This field relates to the Chain To field. The Goto field is accessible only when the Chain App option is selected in the Service field. The Goto field allows you to enter the ID number of an object in the application you chain to, so that the called party goes right to this object. For more information on chaining, see "Appendix D: Chain App" or in "Appendix C: Advanced Functions and Features."

The Payor Information Button

By clicking on the Payor Information button, you move to the Payor Information dialog box, where information about the payor, payor options and billing options goes. Figure 25 shows the Payor Information dialog box opened on the Called Party dialog box.

There are two ways to exit the Payor Information dialog box and return to the Called Party dialog box. If you would like to save any information you've entered or edited in the Payor Information dialog box when you exit, press the OK button. If you don't want to save any new information you've entered in the Payor Information dialog box before you exit, press the Cancel button.

The first section of the Payor Information dialog box is the Payor Information section which is used for billing addresses and labels. There are seven fields in this section:

• The Name field is where you enter the payor's first name.

• The Last field is where you enter the payor's last name.

• The Address field is where you enter the payor's street address.

• The City field is where you enter the city where the payor lives.

• The State field is where you enter the state where the payor lives.

• The Zip field is where you enter the payor's zip code.

• The Phone field is where you enter the payor's phone number. There's no need to worry about how you enter the phone number since this is just for your information and is not dialed by the computer.

Figure 27--The Payor Options Section

• The Last Billed Date field tells on what date the client was last billed. This sets up the billing cycles. When new client information is entered, the last billed date is set at the date prior to the date the information was entered.

• The Next Billing Date field is calculated automatically by the subscription period field, so you don't need to type in anything in this field when you enter a new client's information. You can modify the next billing date if necessary. For example, if a client's service ends in the middle of a billing cycle, you can change the billing date to print out the bill and close out the account. Change this date to any date prior to the date in which you are printing the bill. The date should be later than the last call made to the client, but not later than the date in which you are printing the bill. Then you may print bills as described above. That client's bill will be printed, along with any other clients' bills that have passed the billing dates.

• The Subscription Period field indicates how often a client is billed. Click on the Monthly option if you wish to bill monthly or click on the Number of Days option and enter the number of days in which you wish to set your billing.

  If you wish to indicate a specific number of days for a billing period, click on the Number of Days option and then type in that number. For example, if you bill every 14 days, type in: 14.

• The Number of Copies field allows you to indicate whether you want to print 0, 1, 2 or 3 copies of the bill. The default is set at 1.

Figure 28--The Billing Options Section

• The Per Period button allows you to choose to bill per period when you click on this option.

• The Per Call button allows you to choose to bill per call when you click on this option. The default is set to bill per call.

• The Per Call With Minimum button allows you to choose to bill per call with a minimum bill amount per period. You can set rates in both the Per Period Rate field and the Per Call Rate field. The bill total is determined by whichever is greater. For example, if the per period rate is $20,00 and the per call rate is .50 and you had 10 calls which equals $5.00, then the bill total would be $20.00.

• The Per Period Rate field allows you to set a rate for the billing period. This field is accessible when the Per Period or Per Call with Minimum buttons are selected.

• The Per Call Rate field allows you to set a rate to be charged every time a call is made for a client. The default is set at .50. This field is accessible when the Per Call or Per Call with Minimum buttons are selected..

• The Print Details field allows you to include a detailed account of the billing period's calling activity. Some clients may want a detailed bill, but it can be pretty lengthy depending on the billing period and the number of scheduled calls, retries and emergency calls. Whether or not you provide a detailed bill is up to you and the client. The default is set to print a detailed bill.

The Emergency Numbers Button

The Emergency Numbers button takes you to the Emergency Numbers dialog box. This button is accessible only when the CMS Type I option or CMS Type II option is selected in the Service section of the Called Party form since there are no emergency calls made for the Reminder or Chain App services. Figure 29 shows the Emergency Numbers dialog box opened on the Called Party form.

Figure 29--The Emergency Numbers Dialog Box

This dialog box contains six entry fields:

• The three Emergency Phone #'s fields.

• The three Name fields.

Figure 30--The Emergency Numbers Dialog Box

Enter the information requested in each field--the phone number for the emergency contact person and that person's name. To enter the emergency contact person's phone number, type in the number as you would if you were dialing the phone number. The Phone field accepts up to 30 characters, including the phone number itself and any prefixes or suffixes that may be necessary. If your payor's number is (123) 555-6789 and it's a local call, you type in: 5556789. If it's a long distance call and you need to include 1 + the area code, you type in: 11235556789.

If your phone system requires you to type a number such as a 9 to get an outside line, you must type a comma "," after the 9. What this does is when the computer is dialing the number, the comma tells it to pause two seconds before continuing to dial. This gives a dial tone indicating that you have an outside line. If it's a local call you type. 9,5556789.

Using a pager as an emergency contact. It is possible to use a pager as an emergency contact, but we suggest using a pager number only as a last resort. The reason is a pager cannot confirm that the owner of the pager received the message and that he or she will act on the emergency request for assistance. Because of this, the emergency calling cycle continues.

If a client wishes to use a pager number as an emergency contact number, it may be tricky, so you should practice to see how that client's pager responds to assure that it works.

Display Pager

You need to enter a numeric code after the client's pager number that the client will recognize as an emergency code for your service when it is displayed on his or her pager. You also need to allow for the time after the pager answers the call until the time it asks for a numeric message to be entered.

For example, if the pager call is a local call with no prefixes to dial, the client's pager number is 555-6456, the pager answers with a five second message and the numeric code you selected to represent your emergency service is 1234, you would type in the Emergency Numbers field: 5556456,,,1234.

This dials the pager number. When the pager answers and reads the five second message, the three commas tell your system to wait six seconds before dialing the emergency code number.

Once again, you should practice with each client's pager to see how it receives calls.

The Custom Speech field is also an information field. It indicates whether you are using a custom emergency speech or a standard emergency speech for each emergency contact.

Exiting the Emergency Numbers Dialog Box.

There are two ways to exit the Emergency Numbers dialog box and return to the Called Party dialog box. If you would like to save any information you've entered or edited in the Emergency Numbers dialog box when you exit, press the OK button. If you don't want to save any new information you've entered in the Emergency Numbers dialog box before you exit, press the Cancel button.

Phone Number Considerations

Now that you know the procedures behind entering phone numbers, here are some rules about how and what you can enter.

• Your prefix may be as simple as three numbers, if you are dialing locally. If you are dialing long distance numbers, it may be 1+(area code) prefix.

• If your phone system requires you to dial a number such as "9" to get to an outside line, then you need to enter that in the prefix as well.

• When you are entering the prefix, the program ignores any punctuation you put in with the exception of commas (,) and semi-colons (;). If you want to enter the numbers with dashes or parentheses in order to make it easier to read in your list, the program just ignores the marks and dials the numbers.

• You may want to use commas or semi-colons if you have to dial to get an outside line. For instance, if you have to dial a "9" to get to a line outside of your phone system, then you usually dial "9," wait for a dial tone, and dial your number. A comma in the phone number you are entering tells the computer to wait two seconds.

  That means if you enter the number "9,123-4567," the application dials "9" and waits two seconds before dialing 1234567. A semi-colon tells the computer to wait until a dial tone, or two seconds is up, whichever comes first. So "9;123-4567" dials "9" and waits up to two seconds for a dial tone. When it receives the tone, or after two seconds, it dials 1234567.

• One reason you would use a suffix is if you have an account code of some sort that needs to be dialed after each phone number.

The Recording Speech Section

This section has five button options, which when clicked on allow you to record five different types of speeches. They are:

Figure 31--The Recording Speech Section

The Greeting button. This button is accessible when the CMS Type I, CMS Type II or Reminder options are selected in the Service section of the Called Party form. It allows you to record a personalized greeting speech. This speech is played for the called party each time Computerized Monitor Service makes a regularly scheduled call. This is the only speech played at that time. Therefore, the speech must always contain the instructions for responding. While it is not necessary for you to record a greeting for each called party (the Settings menu allows you to record your own standard speech for all clients or use the standard greeting we recorded for you), many Center Owners like to personalize their greetings for each client.

The script for the Granny Smithapple client is shown below.

"This is the Computerized Monitor Service calling you, Mrs. Smithapple. Press "1" on your phone if you are OK. If you need assistance now, press "0" on your phone. Press "1" if you are OK or press "0" if you need assistance."

The Caller ID button. This button is accessible when the CMS Type I or CMS Type II options are selected in the Service section of the Called Party form. This button allows you to record the caller identification. This speech is combined with the appropriate emergency greeting speech and appropriate problem speech. When an emergency number is called for a client, the emergency greeting is played, then the caller ID is played and finally the appropriate problem speech. We have recorded the following script for the Granny Smithapple client for this speech:

"Granny Smithapple of 123 Any Street"

The EMER 1 button; The EMER 2 button; The EMER 3 button. These buttons are accessible when the CMS Type I or CMS Type II options are selected in the Service section of the Called Party form. You may, if you wish, record a custom emergency speech for any one, or all, of the three emergency numbers you have listed for a client. If a custom emergency speech exists for a specific emergency number, when that number is called, only the custom emergency speech is played. If a custom speech exists for a specific emergency phone number, the standard emergency speeches are never played when that phone number is called. The script used for the Granny Smithapple client's first emergency number is shown below:

"This is a Computerized Monitor Service program. Granny Smithapple, who may need immediate assistance, has asked me to contact Freddy Smithapple at this number. If you can pass this message to Freddy Smithapple, press "1" on your phone. If you cannot reach Freddy, press "0" on your phone. Press "1" if you can help or press "0" if you cannot help at this time."

The Recording Script dialog box. If you click on one of the five speech options in the Recording Speech section, you will be taken to the Recording Script dialog box.

You can write a script for your speech in this dialog box. When you open the dialog box, the cursor is already blinking in the Script Editor indicating that it is ready when you are. All you have to do is start typing your script. You can view the script by using your scroll bars.

You can edit your script just like you do for other documents. You can highlight words and press the Delete c key to remove the words or you can highlight them and type right over them. The new words will replace the old. You can also press the backspace key to remove the previous character. For further information on editing, see your CBSI Redbook.

When you are finished writing your script, you can press the Record button to move on to the Record dialog box. Press the OK button to save the script, exit the Recording Script dialog box and return to the Called Party form. To return to the Called Party form without saving the script, press the Cancel button.

The Record dialog box. The Record dialog box appears when you click the Record button in the Recording Script dialog box. You use this dialog box to record the speeches for your calls. Figure 33 shows how the Record dialog box appears in the application:

Figure 33--The Record Dialog Box

The fields and controls in the Record dialog box are as follows:

Script Prompter--This is where the text you entered into the Script Editor field appears. As you record, the text scrolls up and is magnified in the center box so you can read it. The scroll bar on the right of the center box allows you to scroll the text so you may read it while recording.

Auto Prompting--Enabling this feature allows the text to automatically scroll up through the Script Prompter.

Lines/Sec (for Auto Prompting)--This option allows you to adjust how fast the Auto Prompting scrolls through the text in the Script Prompter. This is represented by lines of text per second. The default setting for this field is 0.40 lines per second.

Speech Position--This display indicates how much of the speech time has elapsed out of the total length of the recording. The display shows the position minutes and seconds. This function is used primarily during playback to locate a certain section of the speech.

Length of Recording--This is a display of the total time the speech takes to play to a caller. The display shows the speech length in minutes and seconds.

Speech Scroll Bar--This is a graphical representation of the Speech Position display. The left of the scroll bar is the beginning of the speech, and the right is the end of the speech. You may move the scroll box by dragging it to the desired location on the scroll bar. This function is used primarily during playback to locate a certain section of the speech.

Play button--This button allows you to play the recorded speech.

Replay button--This button allows you to replay a speech from the beginning.

Stop button--This button allows you to stop the recording or playback of a speech.

Record button--This button allows you to begin recording a speech.

Delete button--This button allows you to delete the speech data.

Transfer button--This button allows you to move a speech out to the Paste Buffer. This allows you to then move the speech to another speech. For more information on this advanced recording feature, refer to "Appendix C: Advanced Functions and Features."

Replace button--This button allows you to move a speech from the Paste Buffer to another speech in the Computerized Monitor Service application. For more information on this advanced recording feature, refer to "Appendix C: Advanced Functions and Features."

.WAV Copy button--This button allows you to save a speech to a file, so that you can use a sound editing program, if you have one, to edit the speech. For more information on this advanced recording feature, refer to "Appendix C: Advanced Functions and Features."

.WAV Paste button--This button allows you to copy a speech file back into your Computerized Monitor Service application (or even another CBSI Phone program). For more information on this advanced recording feature, refer to "Appendix C: Advanced Functions and Features."

OK button--This button confirms the settings on the Record dialog box, and also saves the speech you recorded. If you made any changes to the speech, the changes are saved and you return to the Called Party form.

Cancel button--This button allows you to avoid saving any changes and return to the Called Party form. This button allows you to avoid saving any changes and return to the Called Party form.

Status line--This is the area at the bottom of the screen that displays notes pertaining to the parts of the screen. For instance, you can move the mouse pointer to a control on the screen and receive information pertaining to the function or purpose of that control.

The Play Speech Section

This section has five button options, which when clicked on, allow you to play five different types of speeches. Each option is accessible only when a speech has been recorded for that option. The buttons are:

Figure 34--The Play Speech Section

Pressing any of the buttons in the Play Speech section of the Called Party form allows you to listen to the specific speech for the option you selected. When you press a button, you move to the Play Message dialog box.

The Play Message dialog box. The Play Message dialog box is the dialog box that appears when you click a button in the Play Speech section of the Called Party form. You use this dialog box to play back the speeches you recorded for your calls. Unlike the Record dialog box, you may not record any speech in the Play Message dialog box. Figure 35 shows how the Play Message dialog box appears in the application:

Figure 35--The Play Message Dialog Box

The fields and controls in the Play Message dialog box are as follows:

Speech Position--This display indicates how much of the speech time has elapsed out of the total length of the recording. The display shows the position minutes and seconds. This function is used primarily during playback to locate a certain section of the speech.

Length of Recording--This is a display of the total time the speech takes to play to a caller. The display shows the speech length in minutes and seconds.

Speech Scroll Bar--This is a graphical representation of the Speech Position display. The left of the scroll bar is the beginning of the speech, and the right is the end of the speech. You may move the scroll box by dragging it to the desired location on the scroll bar. This function is used primarily during playback to locate a certain section of the speech.

Play button--This button allows you to play the recorded speech.

Replay button--This button allows you to replay a speech from the beginning.

Stop button--This button allows you to stop the playback of the speech.

Transfer button--This button allows you to move a speech out to the Paste Buffer. This allows you to then move the speech to another speech. For more information on this advanced recording feature, refer to "Appendix C: Advanced Functions and Features."

.WAV Copy button--This button allows you to save a speech to a file, so that you can use a sound editing program, if you have one, to edit the speech. For more information on this advanced recording feature, refer to "Appendix C: Advanced Functions and Features."

Close button--This button allows you to close the Play Message dialog box after playing the desired speech. Once you close the Play Message dialog box, you return to the Called Party form.

Status line--This is the area at the bottom of the dialog box that displays notes pertaining to the parts of the screen. For instance, you can move the mouse pointer to a control on the screen and receive information pertaining to the function or purpose of that control.