Frequently Asked Questions

Infinity Dial Strings

• How do I program my service list with Autodial Cascade?

  Setup:
  1. Option “Do not mark message delivered if UltraComm Emailed” must be checked.
  (Supervisor – Message Management)
  2. Option “Cancel Autodial When No Undelivered Messages” must be checked.
  (Supervisor – Service Lists)
  3. Setup a System List (“46” in this example) for each e-mail domain in the following format:
  “@naeo+org”.x.64.0.6M
  4. Setup each service list in the following format:
  1@10>.60R.”naeo”.46S
  5. Check “Autodial Day” and “Autodial Night”.

  To have the notification cascade, use the Cascade command as follows:
  Service List 1:
  2+ 1@10>.60R.”naeo”.46S
  Service List 2:
  3+ 1@10>.60R.”test”.46S
  Service List 3:
  1+ 1@10>1234567\5121112222:V

  The space between the “2+” and the rest of the string ” 1@10…. ” is required. Without it, a repeat will also be set and the account will present itself to the operator at the same time the next string is executed.

  This will cause an e-mail to be automatically sent to Service List 1. 10 minutes later an e-mail will be sent to Service List 2. 10 minutes later Service List 3 will call a phone number and announce that a message is waiting. It will also display the account number DID as the ANI. 10 minutes later the account will start over with Service List 1 and continue until the message is marked delivered.

  Note:
  Cascading only works when Autodial is selected. If not selected, when an operator dispatches a message to the first Service List, the account simply re-appears to an operator 10 minutes later and does not follow the rest of the Service Lists.

  If an operator selects the first Service List and dispatches to it, two e-mails will be sent (the Autodial attempt and the manual dispatch), an account repeat is set for 10 minutes and the account presents itself back to an operator, and the Cascading does not continue.

• Will any record of these reach attempts archive (maybe in the message history)? (Part 6 of 6)

  See Part 5. You can pull up old MDR Dialout reports.

• Will the system tag and document in some fashion the automated reach attempts? (Part 5 of 6)

  Each AutoDial appears in the history of the highlighted message. Do keep in mind that AutoDial history tags to the account and not to the message (unlike “normal” dialouts). For example, if you click the AutoDial bullet in history, you will see the last 20 (?) AutoDials for the account and not the message. You can run a Dialout report on that report. This will break the dialouts down on paper.

• If there is no checkin by and OnCall person, can the repeat be returned to an operator in “live mode”? (Part 4 of 6)

  I am unsure of “live mode”. After 15-minutes, the operator will receive a call with that message highlighted. There is no caller on the line. Does the client want callers to remain on the line while the contact occurs?

• Will a client checkin, or a patient calling in clear the automatic repeat sequence? (Part 3 of 6)

  If the client enters the voice mail passcode, the remaining callout sequence ends. If a second patient calls in, thus creating a new message and new callout sequence, the client could receive calls at 5-minute intervals, but different 5-minute intervals. The client may receive a call in 5-minutes, then 7-minutes, then 10-minutes, then 12-minutes, etc.

• If this function works, can we set three automatic reach attempts at 5 minute intervals and then if the message is not delivered, have the call return to an operator for escalation to the back up on call Nurse? (Part 2 of 6)

  Using the same example above, after 15 minutes (3 times 5 = 15 minutes), the call returns to an operator. Underneath the Answer Phrase, the operator will see “AutoDial no Checkin”. You can disable this feature with a checkmark in the Service List area of Client Setup.

• Can the auto-repeat sequence be used to dial a cell phone at 5 minute intervals and leave a message to call service? (Part 1 of 6)

  The automatic notification dial string must reside on a Service List. Here is a sample dial string:

  3@5>8675309:E!

  Infinity tries the phone number 3 times (3@) at 5 minute (5>) intervals. When the person picks up the phone, the Infinity lady says, “Good morning. This is your message center. You have a new message. If you can accept this message, please enter your passcode.” The passcode is the voice mail passcode. You can disable this requirement with the checkmark in Service List. You cannot change the outgoing message. To activate this sequence, you need to check AutoDial Day and/or AutoDial Night.