Troubleshooting Guides
Tickets from Answering Service API are coming in under the incorrect practice and doctor.
Tickets from Answering Service API are coming in under the incorrect practice and doctor. Many answering services uses Triage Logic Call Center API to submit tickets from their software to Triage Logic software. Sometimes a ticket may come through ...
Every login asks me to change my password !
Every time I login into the call center application, the system asks me to change my password ! This is one of those hick-ups that happens to a few users. Technically what has happened is we have multiple records of your password update, when we ...
Why are some calls coming into Unassigned as Answering Service practice?
Why are some calls coming into Unassigned as Answering Service practice? These calls are being created from an external API connecting to the Call Center application in order to create the tickets. When the calls appear to be attached to ANSWERING ...
We are not able to listen or see icon for recordings of calls from the past weekend
We are not able to listen or see icon for recordings of calls from the past weekend. Have not seen any recordings since Saturday last night. In order to ensure the best performance of the calling software over the weekend, call recordings are not ...
Fax Number is cutting off last digit
Fax Number is cutting off last digit. TL shows the fax number to the practice is cut off. The top of the note says it faxed 1 time. Just wanted to be sure. RESOLUTION: The number in the physician profile had a space as the first digit. These faxes ...
HISTORY and NOTES tabs are not showing all the past calls
HISTORY and NOTES tabs are not showing all the past calls There is a known existing bug where a limited access user to just one practice is not able to see their notes and tickets in the History and Notes tabs. User has access to only 1 practices, ...
I'm being kicked out of Triage Logic too often and too quickly.
I'm being kicked out of Triage Logic too often and too quickly. Triage Logic Call Center software has multiple levels of inactivity detections in place. Every organization typically has their security policies that we must abide by to control ...