How To Manage Call Tasks
Call tasks are used to document and manage interactions with external customers (e.g., HCPs, patients, payors) who contact, or are contacted by, the Medical Information Service by phone.
All incoming and outgoing calls are automatically recorded as tasks and can be accessed from the Tasks menu by applying the filter: Task Type > Call.
By clicking on the call entry, a Task bar will appear on the left screen with additional information about the task.
In addition to the standard Task form, Call tasks include the following additional features:
- Call Trial - Shows the sequence of events for a call. It records each step in the call process.
- Call recording and Transcription - users can listen to the call recording and review the call transcription directly within the task.
- Call tasks include the following additional fields, which are automatically populated by the system:
- From – the phone number or user who initiated the call.
- To – the phone number or user who received the call.
- Subtype – status of call (is it pending/competed, etc.)
In addition to standard task actions, call tasks offer the following additional functionalities:
- Call – initiates a call back to the customer.
An inquiry created from a call task is automatically linked to that task, and the task is linked back to the inquiry (two-way linking). Such inquiries, whether created from or associated with call tasks, also include call recordings and transcriptions.
