Roadmap: Configuring the Call Center

1

Create the Call Center profile.

The Call Center profile is enabled during study design and can be updated, if allowed in the study, in the Administration user interface.

1. Select Administration ().
2. Click Call Center Profile Setting.
3. Enter details about the Call Center and the web completion windows for each visit.
4. Click Submit.

2

Customize the call scripts.

The call scripts are configured during study design and can be updated, if allowed in the study, in the Administration user interface.

1. Select Administration ().
2. Click Call Center Script Setting.
3. Customize each Call Center script.
4. Click Update.

3

Add the Call Center staff.

You assign staff to a Call Center by assigning users to the Call Center Manager or Call Center Staff role. Use the Manage Users option on the Administrative menu.

4

Assign patients to Call Center staff.

For each patient on the Call Center List page, select a Call Center staff member from the Assign Staff drop-down list.

1. Select Call Center List ().
2. From the Assign Staff drop-down list, select the Call Center staff member to assign to the patient.
3. Click Assign Staff.