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If your job does not appear in the Call Center, verify the following before contacting support:
- The computer HealthWave is installed on is powered on and the software is up and running with the Call Center tab selected.
- The data file is saved in the right folder with the correct file name (i.e. "C:\Data\Appointments.CSV"). If your file is still there:
- Open the data file and verify the information is correct. If it looks correct, continue to Step 2b, otherwise, try the following:
- If it looks different, was your management system updated/upgraded recently? If so, the format of your data may have changed and will require assistance from our product support staff.
- If it is empty and intended for appointments, could it be due to a holiday or day of the week when no appointments are scheduled? Create the a new file with a new appointment date if you want to deliver your messages today.
- Select the Configure tab.
- Select the Flexible Applications: Options icon.
- Click Next.
- Select the desired Practice from the combo box and click Next.
- Verify your saved data file matches the file path listed in the provided textbox.
- The calling days and times are enabled for "today".
- Select the Configure tab.
- When prompted to click yes or no to leave Call Center, click Yes.
- Select the Flexible Applications: Options icon.
- Click Next.
- Select the desired Practice from the combo box and click Next.
- Click Next.
- A prompt may appear stating “File not found”. Click Continue.
- Click Next until you reach the Call Delivery Options window.
- Click the Configure Options… button.
- Deselect any calling days that you do not want HealthWave® to call patients. Select the calling time for a specific day to change the hours and minutes. Select Allow different times for each day to set specific times from day to day. This is to ensure patients won’t be called before or after the times specified.
- Click Next until the end and then click Finish. This will bring you back to the Call
Delivery Options window.
- Click Next until the end of the wizard and then click Finish to save the changes.
- Repeat steps e-l for any additional practices that need to have the calling days and times adjusted.
- Click the Call Center tab to return to live calling.
- When prompted to click yes or no to enter call center click Yes.
Note: Any adjustments to the calling days and times are based on specific practices. If there are two practices in the combo box and both practices need to have the calling days and times adjusted, then steps e-l will need to be performed for both practices.
If after performing these steps your job still does not appear in the list of active jobs, contact
PhoneTree Client Support using our Contact Support form.
