Manage call schedules

About call schedules

A call schedule is a set of rules that tell the system how to respond in the following scenarios:

• Patient will be eligible for supplies other than a mask in the coming weeks.
• Patient isn't responding to outreach.
• Patient declines to request a mask or does not complete the entire questionnaire.
• Patient declines supplies.

Call schedule rules

Days to look ahead for eligible items before the patient is contacted

• If you select seven or 14 days, the system looks into the patient's supply history and determines eligibility for other non-mask related supplies. If there are items in the patient's supply history that will become eligible within the specified time frame (seven or 14 days), then the system waits to begin outreach until all items become eligible. 

Days to wait before call schedule restarts after no response

• Set the time to wait before the system tries to re-engage with non-responsive patients.

Days to wait before call schedule restarts when patient submits partial/no mask request

• Set the time to wait before the system tries to re-engage with patients who requested supplies, but said "No" to a mask. 

Days to wait before call schedule restarts when patient declines new supplies

• Set the time to wait before the system tries to re-engage with patients who declined supplies. 

View a call schedule

To view a call schedule: 

1. From the Administration menu, select Call schedules.
2. In the Name column, click the call schedule.

Update a call schedule

To make changes to a call schedule: 

1. From the Administration menu, select Call schedules.
2. Click the name of the call schedule.
3. Click Edit and update the Resupply notifications and Call schedule rules sections as required.
4. Click Save to update details or Cancel to keep original settings.