Communications Module - How it works

Communications Module - How it works

Overview

There is a Communications module in CareVision that gathers and keeps inbound and outbound communications between care organisation staff and clients. This module is accessible in 3 different places. On Client Profile and Staff Profile, you can see the individual client/staff member's communications, while the Communications Action Board displays all communications within the organisation. As the information can be confidential, there are strict rules on who can view or listen to certain records of the communications.

Types & Platforms

  1. Emails - Emails from all platforms can be copied to CareVision automatically, as long as the email credentials are consented to be safely imported into CareVision.
  2. Calls - Mitel only, at the moment, can transfer the phone call recordings to CareVision.

Modules & Permissions

  1. Client profile - only show and be viewed by related staff
  1. Staff profile - only show and be viewed by related staff
  1. Actions->Communications - show all, according to date and time, only viewed by staff members who have high level permissions. If you are interested, please read the article Action Board: Communications.

Directions

  1. Inbound
  1. Outbound
 

Required Preparation/Information

  1. Email - Server address, email address, password (the email addresses shared with clients only. Not collecting all individual staff members’ email addresses for security reasons).
  2. Calls - Platform, Phone Number.
 

How does it work

Recording Methods

  1. Emails: After importing email address details in the back end, the system automatically refreshes and records emails every minute.
  1. Calls: (1) Whenever a call happens when a related staff member, who initiates or receives the call, has CareVision webpage open at that moment, a new Communication page would pop up, and the call becomes OPEN. This related staff can edit detail information while call is OPEN. After the call ends on phone (Mitel platform), this relates staff member manually hits “End Call” on webpage to finalize the call. After ending a call, the details can no longer be edited, as the call becomes CLOSED. (2) If staff members get a call, while not logged onto CareVision webpage at that moment, the call couldn’t be recorded.

Timely Manner of Updates

  1. Emails: are automatically updated per minute.
  1. Calls: are automatically added as OPEN calls real-time and then manually finalized as CLOSED calls. Finalization could be delayed if not closing calls by clicking “End Call” on webpage soon after the call ends on phone. If a call is not manually CLOSED yet, even if refreshing the page, the small window on bottom right showing call information would still be there.

Editable Information

  1. Emails: None. Cannot be edited as they are automatically added to the system. Email recipients (including people who are CC-ed) are automatically shown on the list, not manually selected.
  1. Calls: can edit details of the calls when they are still OPEN. The information that can be edited is Title, Related To, and Description: (1) Title is key information that introduces the call. (2) Related To is enabled by a dropdown feature which allows the related user to choose people who are related to the call. They can be staff, connection, or clients.) (3) Description is a short message to add more details to the calls.
 

Filter

Filter on Communications panel (not on client/staff profile) is the only special feature for Skims. Only Type is available now, and the options are Email and Phone Call.


Examples of the module display

1. Navigate to Actions -> Communications.


2. An email record looks like below:


3. When there's an incoming call


4. When you are editing the details.