Troubleshooting Guides
Call stuck in Unassigned Queue, possible issue with submitting the ticket
Sometimes a ticket will end up literally stuck in the Unassigned Queue, where as nobody can claim the call to close it out. This is not a bug, but a backup precaution to prevent idle tickets from the Answering Service from not being completely lost, ...
CallCenter Site is unable to be LOCK or UNLOCK
If a Call Center site is unable to be locked or unlocked, could be from two possible reasons. The site was locked by a server administrator, and all users including SuperAdmins are restricted from unlocking via the web application. The site was ...
Spell checker not working
Spell check is no longer working for me in TriageLogic. Would you please see if you can fix it. I reached out to our IT department and was told TriageLogic needs to fix the issue. Triage Logic does not have any "spell checker" feature with in the ...
Blank Faxes or no faxes received
We received multiple faxed notes regarding patient calls over the weekend, but they are blank. Fax machines will stop the page text when there is an interruption with the phone line connection, such as someone pikcing up the phone, bad phone lines, ...
Bad DOB submission via API.
This is NOT a BUG If the API were to REFUSE or ERROR on this submit, then the ticket would not make it over to the nurses. This has happened repetitively in the past when this was a "requirement" from A/S. The agents do not pay attention to this ...
Page Log screen doctor is not the exact same name as the doctor who was securely paged.
The page log screen is for internal use only, by us the Nurses and IT staff not by the Answering Service. The doctor name is only for reference, is loaded by the contact method on the right hand side of the page log screen. Meaning, if 2 or more ...
HOW TO MAKE A CALL TO OPI - Translator Service
HOW TO MAKE A CALL TO OPI: Add OPIs phone number of 833-219-9864 to TL yellow ticket page, second number so C2C can be used. Add to Other box , click save. You will be asked: What language you need: Where you are calling from: Triage Logic Your 1st ...
Warm Transfer a Phone Call
Steps to Warm Transfer When in a C2C with a patient, dial #2. Wait for the voice prompt "Transfer" and then a dial tone. Enter the 10 digit phone number where you wish to transfer the patient. Once connected, hang up. The remaining parties will ...
Deleted Practices are deleted or/and NOT disabled.
A disabled practice, is never deleted, but can be "permanently disabled". When you click DISABLE or DELETE practice from Practice Manager, it goes into a "DISABLED" state (prac_status=1), and shows in the bottom of all drop down selections. But does ...
MFA Not working or confused login process.
MFA Multi-factor authentication is an electronic authentication method in which a computer user is granted access to a website or application only after successfully presenting two or more pieces of evidence (or factors) to ...
Extension Failure - Call Center Phone System
Extension Failure - Call Center PURPOSE Occasionally the extensions used for C2C fail to reach their appropriate destination. Procedures to cure the issue are limited, but usually work. REQUIRED TOOLS ADMIN Level Access to Call Center and Access to ...
Protocol Browser broke. Formatting is way off.
Typically a new user. Or suddenly your protocol browser has broke. The protocol browser is the pop-up window where you navigate through a selected protocol or guideline. Where it would look like this, the left menu is hard to navigate and missing ...
Password not accepted even though it's valid.
Valid Password not Accepted You may find that when setting up your account, the system is rejecting your password even though it was indicated as valid. This is due to a bug in the current version of our software. To get past this bug, we suggest the ...
While testing a newer version of the web application, I'm being logged out often.
While testing a newer version of the web application, I'm being logged out often. This article applies If you are running routine tests on a live test site, such as your web site domain /test/ and you are being kicked out at times. The most common ...
RED ERROR : There was a Network error on updating this ticket and Unable to Close or Complete or Continue a ticket to triage with a new note. Stuck Ticket
My ticket is essentially stuck, and need further assistance. I’m having issues with a specific ticket that I cannot complete due to an error in red (normally where the ticket complete button appears.) The error reads that missing essential data. ...
Can not find notes more than a few months ago.
I am unable to find notes from more than 2 months ago. How do I find them? In order to search past 2 months, you will need to know the patient name or the date on which the call took place. Filtering by date will give you all the calls that day. ...
Limited Access : Trying to pull after hours note from last month without results.
I am trying to pull an afterhours note from last month, but I am unable to access the notes. Is there a way to change to search or do I not have access past a certain time frame? There is a known issue with the Call Center platform where if you only ...
NO C2C CONNECTION MADE BUT MY VOICEMAIL IS FILLED UP WITH BLANK MESSAGES
Click-2-Call - NO C2C CONNECTION MADE BUT MY VOICEMAIL IS FILLED UP WITH BLANK MESSAGES The good news, the patient never got a call on these attempts, the bad news, you did, but your phone was blocking the calls. When a nurse is using C2C to contact ...
Not receiving any confirmation email from Triage Logic applications
I am not getting any verification email or welcome emails from Triage Logic web applications. Please send us a message with your email that we should be sending the confirmation email to. Include the site you did the request from, and the estimated ...
Login Security Error "A security error has occurred, please go BACK or REFRESH the page - ERROR 1"
After creating a new user or updating a user password, they are getting the following error on a login attempt. This is where the site is picking up some characters that lead to security breaches. The cause is typically a special character in the ...
SMS not working. Not receiving Secure Message. Not receiving Verification PIN to login.
Reported issues of physician or user (for verification code) not getting SMS from a Call Center site. It is possible there is maintenance on the telecom level. Triage Logic does get frequent notices of anticipated short period of outages. Typically ...
Time Zone Mismatch in the doctor list - all showing yellow
Time Zone Mismatch in the doctor list - all showing yellow The cause is the database is showing the Practice as CDT where it should be CST, the doctors are already in CST, and you can not change the doctor back to CDT. Edit the Practice, and GO
Call recordings not showing up from backup site.
Call recordings not showing up from backup site. If calls were made from the backup site and still have not appeared to be attached to the closed tickets, please contact support to get them attached. Calls from inbound calls are all recorded, but are ...
Error when logging on to site gave SOAP ERROR message about sms.cdyne.com servers
Getting the following error when attempting to request a verification login PIN Fatal error: Uncaught SoapFault exception: [WSDL] SOAP-ERROR: Parsing WSDL: Couldn't load from 'http://sms2.cdyne.com/sms.svc?wsdl' : failed to load external entity ...
504 Gateway Timeout
I'm getting a 504 Gateway Timeout instead of the Triage Logic page. What do I do? Report it to support@triagelogic.com, take note of the exact timestamp this occurred, and which site you were on. A screen shot showing all this information may be ...
C2C: Patient is leaving the nurse a voicemail message. Patients are calling my cell number back!
Click-2-Call - Patients getting to Nurses Voicemail. The patient is not calling the nurse back, the nurses phone number was never provided to the patient. When a nurse is using C2C to contact the patients. Occasionally the patient may get the nurses ...
A physician reporting notifications are not being heard on their phone.
DEVICE or SERVICE issue here? SERVICE: Q: Is she receiving the text message? Y: Adjust her settings on her phone in regards to receiving text messages. N: Does she have the correct number in her doctor profile in the Call Center Site. A: update her ...
Manage Providers list is Flagging them (in yellow background) as Timezone Mismatch
List of Providers is Flagging them (in yellow background) as Timezone Mismatch Daylight savings is technically a timezone change. Daylight savings updates the entire site of all users, practices, and doctors when you edit and save any practice or ...
Unassigned Queue call stuck attached to a user.
If a call is in unassigned queue, and is attached to another user, and you are unable to request that call. Follow these steps to force the system to let you take it. WARNING: Only a SUPERADMIN or ADMINISTRATOR should do these steps. Get REQUEST CALL ...
Multiple Protocols stuck together. Choosing a second protocol, or changing the current protocol you are on.
You may find your larger triage notes using more than 1 protocol to clearly triage your patient. You may also realize you need a better protocol or guideline to care for this patient, than one you first selected. Some caution when using using 2 or ...
When is a triage note considered a duplicate and how?
When is a triage note considered a duplicate and how? Every call is a unique ticket, every triage is a note. For considering if this is a duplicate triage note, the first opened triage note is the marked as first for this patient, regardless which ...
PDF not being automatically generated.
If you are experiencing multiple triage notes not automatically being generated for your practice. The way the system works: When the nurse completes the triage note, they are prompted with to send or just generate the PDF. Either a FAX number (if a ...
How do I get a call recording where the doctor called into our Doctor Line services?
How do I get a call recording where the doctor called into our Doctor Line services? Submit or direct a support ticket and send us a support ticket by emailing support@triagelogic.com or filling out the support form. Please get the most specific time ...
Nurse unable to access any web site to log into. But triagelogic.com works.
Client or Nurse is unable to access any web site to log into. But www.triagelogic.com works. Most likely their IP is blocked and possible outside of USA. Request their current IP. Have type in good "What is my ip". Then google should show their IP. ...
Scheduler OnCall Report not showing the earliest oncall not filled in.
Oncall Report not showing the earliest date for finding missing scheduled dates. The OnCall report is to assist in finding practices and their LAST entered scheduled date in their calendar. This report will ignore dates in the middle that were not ...
Nurse unable to start the triage of a ticket.
Nurse says they are unable to start the triage of a ticket. The ticket would look similar to this log: History : 2019-00-00 18:53:50 : Created by Answering Service API from Southern Voices by apisv -SYSTEM has changed PRIORITY from 1 to 50 by word ...
Doctor Line, option 3 for Nursing Manager Hangup
Doctor Line, option 3 for Nursing Manager Hangup There are a few possible causes. 1- The AA Manager On Call practice either has nobody on call. 2- The doctor which is on call, which is a nurse manager, has no "OTHER" phone number in the doctor ...
Unable to submit to this practice through Answering Service API because there is no DR code associated with this practice.
We are unable to submit to this practice through the api because there is no dr code associated with this practice. This practice does not have separate doctor code "&dc=". This practice does not have doctor associated with. In this case, you can ...
I Think My Computer Got Hacked
TAKE IMMEDIATE ACTION Trust your instincts. If you feel like you may have been hacked follow these four steps immediately. False reports cause very little harm compared to breached data. Step 1: Turn off computer. Press and hold the on-off button ...
Incorrect demographics entered in completed Triage Note
My Triage Note has the wrong demographics, wrong patient DoB, what do I do? The simplest solution is to add to the incorrect note, Additional Notes (found at the very bottom of the Triage Note), mention the corrected demographics information. ...
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