Startel
Flex basics
Welcome to Flex, the updated version of Startel. In this presentation you will learn everything about the system and it´s different components
Startel
Logging in
Some of our clients will have a remote desktop for logging in. The remote desktop will open a virtual desktop separate from your own. It is important not to browse or perform unrelated activities within the remote desktop. Applications such as Discord, the DP platform, and any other websites should be opened outside of the remote desktop environment.
This Icon will allow you to log i n into STARTEL .
Remote Desktop: You can Minimize and Expand.
Startel
Logging in
Once you are into the remote desktop, click on the startel AI icon and enter your own logins. Also open the Startel Softphone and make sure it is Connected.
This Icon will allow you to log i n into STARTEL .
Index
Click on each lesson
Agent Interface
Mastercard
Locate /If
TAA
Message Field
Action Event
Boardchecks
CMC O/C
Members
Joint Accounts
Pop Quiz
Interface
This is the client's layout, please note that not all interfaces look the same. However the all have the same grounds. They all need a Message section, Mastercard Section , Locate, if , TAA etc
Interface
Interface
Mastercard
Name
Address
Numbers
Protocols
Index
Backline forwarding # fax number ofc number
How to dispatch the call depending if its an ER no non ER
When theres more than 1 mastercard, the index can be useful
Company name and nature of the business
1 or several addresses
This contains the client's permanent information. It may consist of more than one page and can be color-coded for easy access to the information.
Mastercard
Locate and IF's
- Locate : Temporary information. We can also find the whereabouts of an office and oncall information
2. IF: Special instructions from the office.
TAA
These alerts can be for many different things; but pertain to temporary information that needs to be entered on the account for one reason or another.
These instructions will override permanent mastercard information for a specific time frame. There is no need to enter a TAA when an office closes for lunch or leaves for the day, unless it is different from the time listed in the mastercard or member instructions.
This field needs to be checked every time a call is answered. Information that can be found in this field may include: Office gone for day early, office in a meeting, do not take calls from “XXX”.
Message Slip
This is where we gather the caller's information. Each client is different and they will require certain pieces of information depending on their needs. It's important to not leave any blank spaces and and document "denied", "declined", "refused", "N/A" when needed
+ messages
Incomplete Message Slip
Not finished!
Action Event
Actions are messages that that still need to be worked in some way. They can be reminders for us (the service) to do something for a client or run a system report, text messages from our clients, messages that need to be relayed to a client, notification of a dispatch fail, or a dispatched message that needs to be confirmed. Agents are notified of actions pending by the pending actions queue indicator in the middle of the 25th status line on your Agent Interface.
Email Response Action (#4)
Time Delay (#3)
Phone Dispatch Action (#2)
Message Action (#1)
● What are they? There are multiple types of message actions. These are actions that are set for a specific time to remind us to do something. This could be calling an office to get on-call, clean the office, check call forwarding and also board checks/undelivereds. ● What happens when we pull one? You will perform the task that theaction is telling you to do. If the action says to call the office and get on-call, you will do that and enter the on-call into the CMC on-call scheduler. If the action tells you to remind the appropriate person to do the undelivered, you will see who is scheduled and send them an IM reminder. These actions are important. If you are not sure what to do, please immediately see your lead or manager. ● What do we do after we perform the specified task? Deliver off the message action with the correct deliver code. After the task has been completed, you are done.
● What are they? Phone dispatch actions are part of a dispatch script. Usually, there will be steps prior to this action popping (SMS/SM+ or Page). This action will pop if the message is still sitting and has not been confirmed, where the next step in escalation is a dial-out. ● What happens when we pull one? You will automatically be taken to the correct account and the number will display in the bottom left corner of the screen. You will hit “enter” to complete the dial-out. ● What do we do after we dial out? If the person you are dialing answers, clear the message to the client. Document that the message was cleared, and to who it was cleared, in the message activity trace and deliver off with the correct reason code. Make sure you are checking instructions to see if you are supposed to fax/email/etc. after clearing. If the person you are dialing does NOT answer, you will document in the message activity trace then press next call. The message will still be in the dispatch script.
● What are they? These are emails coming from the client that they want us to dispatch. Instructions for dispatching these emails will be in the mastercard or member instructions. ● What happens when we pull one? Follow instructions for email response in the member or mastercard instructions. These actions will generally have their own message ticket and dispatch path, as well.
● What happens if you need to respond to an email response? You can respond to the email message by double-clicking on the email/envelope icon in the message activity trace (similar to the SMS/SM+ response). This will also document in the message activity trace automatically with your response.
● What are they? These are actions set on messages that need further follow-up. Think of it as an alarm or a reminder. ● What happens when we pull one? 1st you will look at the activity trace onthe message. (This will tell you what was done with the message.) 2nd Look at the instructions (either member or mastercard) it will tell you what you should do next. ● What do we do after we take the next step? If you clear the message, document that it was cleared and who you cleared it to in the message activity trace. Then you are done and deliver off with the correct reason code. If you are unable to clear the message, document in the message activity trace what you did. (I.E. cleared to v/m or l/w to call TAS) then follow the next step for escalation. Usually, re-action for a specified time period.
PART 2
Action Event
PART 2
SMS /SM + Response (#8)
Dispatch Error Notification Action (#7)
System Notify Actions(#6)
Check Action (#5)
● What are they? These actions tell us that something is not working as it should. For example: if we send a message via fax and the fax line is busy, it will kick an error that tells us that. It will also give us an opportunity to re-dispatch (try again). ● What happens when we pull one? If we get a dispatch error notification that tells you why it is failing, re-dispatch. But first, look in the message activity trace on the message it was failing to send and see how many times it has failed. If it has failed less than 3 times you will want to re-dispatch the message. This is done when you deliver off the action. It will ask you if you want to re-dispatch it (similar to saving for auto dispatch) and tell it yes. It will document automatically in the message activity trace when you re-dispatch it. If it is a busy failure, please call the line first to see if it is clear before re-dispatching. ● What do we do if the message(s) keep failing? Tell your manager or lead right away if it has failed 3 or more times so they can investigate the problem or let the client know. This is very important as clients need to receive their messages in a timely fashion.
● What are they? SMS/SM+ response actions are generally replies or confirmations to messages that we have sent to the client via text. ● What happens when we pull one? It will open a dialog box in the account and shows the message that was SMS/SM+’d out to our client. The response from our client will automatically show in the message activity trace. ● What do we do with the message that the SMS/SM+ was confirming? If the message is still on the front file you will want to make sure no other dispatching is needed (Most of the time will not require additional dispatching). If there is no other dispatching needed, document in the message activity trace that the SMS/SM+ was confirmed and deliver it off to the backfile. If the message is in the backfile you can go ahead and document in the message activity trace that the SMS/SM+ was confirmed and press “Next Call”. ● What happens if you need to respond to an SMS/SM+ response? You can respond to the SMS/SM+ response by double clicking on the phone icon in the message activity trace of the message that was SMS/SM+’d out. It will open the dialog box where you can respond. Your response will automatically show in the message activity trace.
● What are they? These can be any type of response from a client (any site). They are usually SMS, SM+, or Email responses that are sent but are not associated with any message ticket in the system. ● What do you do if you pull one? Check your Locate and If fields for instructions. If there are no instructions that pertain to the notification you received, reach out to the Lead or Manager on duty.
● What are they? At this time, we are not using them. You will never
see an action that needs to be pulled under this action heading.
Board Checks
2. - On remote desktop there is a darker blue icon that looks like your interface icon click on it log in a screen with different icons will come up look for the one that says REPORTS when the screen switches over click in the dates and times you want to run your report then press the lightning bolt in the top left hand corner. A list of reports will come up and tell you what accounts have locates, if's, inteliform tickets, and message form slips. Go back into agent interface and go through each account you see on the list.
Board checks are done to remove old information in locates that are no longer active and to ensure there are no waiting messages that need to be sent to any of our accounts. This can be done 2 different ways. 1.- In Agent interface keystroke next call check in, ALT +B a box will pop up and will let you add dates and times to when you the report ran. I like you start from the previous day at 12am to the current time which should be close to the end of the shift. Press the run box and then it will tell you how many clients were found with messages in the Grey box. To go through these accounts press CTRL + > and it will take you to each account so you can go through the information.
Activity Trace. This activity trace tells you all the activity that has happened to work the message, the oldest to most recent activity.
CMC Oncall Scheduler
The CMC on-call scheduler is an application inside of Startel that allows for o/c
information to be entered easily with no need for an action to remove it since the
scheduler will remove expired information based on time automatically. To access the CMC scheduler Hit “Alt + C” and it will display as shown Below
Another way to pull up the CMC on-call schedule is to go up to VIEW and
choose CMC on-call Schedule.
Joint User
Members
Members can be people, places or other types of entities, such as depatments or specific protocols like code calls in a hospital environment A Memeber has their own contact information, specific instruction and could have their o wn automated dispatch script that differs from the clients
When Answering a call for a lcient using members there are 4 ways that a message can be associated with a member
- By Default
- By a menu
- imported (Alt + enter)
- By message slip
Keystrokes
Keystrokes
Startel Flex Videos
Make sure you take notesPOP quiz is next!
+ Click me
Pop Quiz
Let's practice what you have learned!
Start
1/10
2/10
3/10
4/10
5/10
6/10
7/10
8/10
9/10
10/10
End ofthe quiz!
You made it! Please send a screen shot to your trainer via Discord
Joint users
Notice the account number in the top, right-hand corner (See image) for a
blow-up of this). It has the account number listed as 4848. That’s the “Shell” that
holds all the other accounts in one place.
What is a Joint User Account?
A Joint User account is a “shell” that holds several pieces of an account together. For
example: A medical office that has multiple doctors/offices that share on-call or are billed to the same client, but have different instructions, and office locations or require us to gather different information on a message ticket.
SET DELAY
A.K.A Actions
● What are they? These are actions set on messages that need further
follow-up. Think of it as an alarm or a reminder.
● Why would I setup an Alarm? Some doctors or technicians may not answer when we call them. They might be out in the field or with a patient. To ensure we follow up, we set up delays and attempt to reach them again later.
Save
Inbox
This can be used when you need to “hold” a message in the account to relay to the office at a later time or the caller is missing information and will call back at a later time.
Answering Phrase and Status Field
Status Field This determines the state the call was in before it came to you
The answer phrase
It will adjust to the time of day. When the phone rings it will display what you have to say to the caller to start the conversation
Deliver
Trash can
You will use this key after the holding message has been given to the on-call (If no further action is needed such as email, text, or group dispatch, etc. This will be outlined in the protocol). You will also use this key after documenting things such as giving info, wrong number, hang up/no response, etc.
Activity Trace
A. K. A Tracing your call
What is tracing and why do we make such a big deal?
Let’s start from the beginning. When you take a call, 2 things happen.
1. You are the only one who touches the call from talking to the caller and
dispatching the call to the client.
2. You are not the only one who touches the call! You may take the call, talk to
the caller, and even do the first step of dispatching, however, that may not be
the end of it.
Number 2 is the reason why using the TRACE function is important. But using it correctly, and with detail, is even more important!
Why do we use the Trace function?
1. Some clients want to see all of the activity that comes with a call. This includes
all of the dispatchings that occurred- including “On-calls” that were reached or
not and the times that these things happened. 2. Sometimes our clients receive the activity trace to verify that the “on-call” was
called and did not answer or said to hold the call.
3. This will allow the agent that picks up the action for your call, to know exactly
what has happened and what the next step should be.
25th Status line
A.K.ACall Field
This will contain
- IN/OUT
- Mute /Talk
- New/Hold
- Idle time/ Call time
- Time and Date
SOFTPHONE
Think of it as your cell phone. The softphone is where the audio comes from, and every time a call comes in, it will ring on your softphone. Startel Flex is linked to this app and will display the account number when it rings.
The Softphone NEEDS to MATCH the POSITION on the startel Interface
- We can't have two agents under the same position
- Refresh for audio issues
- We can utilize the mute button
Message Slips
For some accounts, we have options to choose from before entering a message. It is important to obtain the reason for the call FIRST to select the appropriate slip.As and answering service representative, PROVING is KEY to a smooth call
Special Functions
A. K. A Tracing your call
The special function menu is a menu that is used to make documenting your calls faster. As an agent working a message, it is your responsibility to document EVERYTHING you do to work a message. This menu will give you a set of pre-programmed documentation options to choose from to save the agent keystrokes. If you need to document something that is not in the SF menu, you can use a timestamp CONTROL T to give you an open comment line.
Startel Flex Basic
Chantal Bojorquez
Created on June 3, 2024
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Transcript
Startel
Flex basics
Welcome to Flex, the updated version of Startel. In this presentation you will learn everything about the system and it´s different components
Startel
Logging in
Some of our clients will have a remote desktop for logging in. The remote desktop will open a virtual desktop separate from your own. It is important not to browse or perform unrelated activities within the remote desktop. Applications such as Discord, the DP platform, and any other websites should be opened outside of the remote desktop environment.
This Icon will allow you to log i n into STARTEL .
Remote Desktop: You can Minimize and Expand.
Startel
Logging in
Once you are into the remote desktop, click on the startel AI icon and enter your own logins. Also open the Startel Softphone and make sure it is Connected.
This Icon will allow you to log i n into STARTEL .
Index
Click on each lesson
Agent Interface
Mastercard
Locate /If
TAA
Message Field
Action Event
Boardchecks
CMC O/C
Members
Joint Accounts
Pop Quiz
Interface
This is the client's layout, please note that not all interfaces look the same. However the all have the same grounds. They all need a Message section, Mastercard Section , Locate, if , TAA etc
Interface
Interface
Mastercard
Name
Address
Numbers
Protocols
Index
Backline forwarding # fax number ofc number
How to dispatch the call depending if its an ER no non ER
When theres more than 1 mastercard, the index can be useful
Company name and nature of the business
1 or several addresses
This contains the client's permanent information. It may consist of more than one page and can be color-coded for easy access to the information.
Mastercard
Locate and IF's
2. IF: Special instructions from the office.
TAA
These alerts can be for many different things; but pertain to temporary information that needs to be entered on the account for one reason or another.
These instructions will override permanent mastercard information for a specific time frame. There is no need to enter a TAA when an office closes for lunch or leaves for the day, unless it is different from the time listed in the mastercard or member instructions.
This field needs to be checked every time a call is answered. Information that can be found in this field may include: Office gone for day early, office in a meeting, do not take calls from “XXX”.
Message Slip
This is where we gather the caller's information. Each client is different and they will require certain pieces of information depending on their needs. It's important to not leave any blank spaces and and document "denied", "declined", "refused", "N/A" when needed
+ messages
Incomplete Message Slip
Not finished!
Action Event
Actions are messages that that still need to be worked in some way. They can be reminders for us (the service) to do something for a client or run a system report, text messages from our clients, messages that need to be relayed to a client, notification of a dispatch fail, or a dispatched message that needs to be confirmed. Agents are notified of actions pending by the pending actions queue indicator in the middle of the 25th status line on your Agent Interface.
Email Response Action (#4)
Time Delay (#3)
Phone Dispatch Action (#2)
Message Action (#1)
● What are they? There are multiple types of message actions. These are actions that are set for a specific time to remind us to do something. This could be calling an office to get on-call, clean the office, check call forwarding and also board checks/undelivereds. ● What happens when we pull one? You will perform the task that theaction is telling you to do. If the action says to call the office and get on-call, you will do that and enter the on-call into the CMC on-call scheduler. If the action tells you to remind the appropriate person to do the undelivered, you will see who is scheduled and send them an IM reminder. These actions are important. If you are not sure what to do, please immediately see your lead or manager. ● What do we do after we perform the specified task? Deliver off the message action with the correct deliver code. After the task has been completed, you are done.
● What are they? Phone dispatch actions are part of a dispatch script. Usually, there will be steps prior to this action popping (SMS/SM+ or Page). This action will pop if the message is still sitting and has not been confirmed, where the next step in escalation is a dial-out. ● What happens when we pull one? You will automatically be taken to the correct account and the number will display in the bottom left corner of the screen. You will hit “enter” to complete the dial-out. ● What do we do after we dial out? If the person you are dialing answers, clear the message to the client. Document that the message was cleared, and to who it was cleared, in the message activity trace and deliver off with the correct reason code. Make sure you are checking instructions to see if you are supposed to fax/email/etc. after clearing. If the person you are dialing does NOT answer, you will document in the message activity trace then press next call. The message will still be in the dispatch script.
● What are they? These are emails coming from the client that they want us to dispatch. Instructions for dispatching these emails will be in the mastercard or member instructions. ● What happens when we pull one? Follow instructions for email response in the member or mastercard instructions. These actions will generally have their own message ticket and dispatch path, as well. ● What happens if you need to respond to an email response? You can respond to the email message by double-clicking on the email/envelope icon in the message activity trace (similar to the SMS/SM+ response). This will also document in the message activity trace automatically with your response.
● What are they? These are actions set on messages that need further follow-up. Think of it as an alarm or a reminder. ● What happens when we pull one? 1st you will look at the activity trace onthe message. (This will tell you what was done with the message.) 2nd Look at the instructions (either member or mastercard) it will tell you what you should do next. ● What do we do after we take the next step? If you clear the message, document that it was cleared and who you cleared it to in the message activity trace. Then you are done and deliver off with the correct reason code. If you are unable to clear the message, document in the message activity trace what you did. (I.E. cleared to v/m or l/w to call TAS) then follow the next step for escalation. Usually, re-action for a specified time period.
PART 2
Action Event
PART 2
SMS /SM + Response (#8)
Dispatch Error Notification Action (#7)
System Notify Actions(#6)
Check Action (#5)
● What are they? These actions tell us that something is not working as it should. For example: if we send a message via fax and the fax line is busy, it will kick an error that tells us that. It will also give us an opportunity to re-dispatch (try again). ● What happens when we pull one? If we get a dispatch error notification that tells you why it is failing, re-dispatch. But first, look in the message activity trace on the message it was failing to send and see how many times it has failed. If it has failed less than 3 times you will want to re-dispatch the message. This is done when you deliver off the action. It will ask you if you want to re-dispatch it (similar to saving for auto dispatch) and tell it yes. It will document automatically in the message activity trace when you re-dispatch it. If it is a busy failure, please call the line first to see if it is clear before re-dispatching. ● What do we do if the message(s) keep failing? Tell your manager or lead right away if it has failed 3 or more times so they can investigate the problem or let the client know. This is very important as clients need to receive their messages in a timely fashion.
● What are they? SMS/SM+ response actions are generally replies or confirmations to messages that we have sent to the client via text. ● What happens when we pull one? It will open a dialog box in the account and shows the message that was SMS/SM+’d out to our client. The response from our client will automatically show in the message activity trace. ● What do we do with the message that the SMS/SM+ was confirming? If the message is still on the front file you will want to make sure no other dispatching is needed (Most of the time will not require additional dispatching). If there is no other dispatching needed, document in the message activity trace that the SMS/SM+ was confirmed and deliver it off to the backfile. If the message is in the backfile you can go ahead and document in the message activity trace that the SMS/SM+ was confirmed and press “Next Call”. ● What happens if you need to respond to an SMS/SM+ response? You can respond to the SMS/SM+ response by double clicking on the phone icon in the message activity trace of the message that was SMS/SM+’d out. It will open the dialog box where you can respond. Your response will automatically show in the message activity trace.
● What are they? These can be any type of response from a client (any site). They are usually SMS, SM+, or Email responses that are sent but are not associated with any message ticket in the system. ● What do you do if you pull one? Check your Locate and If fields for instructions. If there are no instructions that pertain to the notification you received, reach out to the Lead or Manager on duty.
● What are they? At this time, we are not using them. You will never see an action that needs to be pulled under this action heading.
Board Checks
2. - On remote desktop there is a darker blue icon that looks like your interface icon click on it log in a screen with different icons will come up look for the one that says REPORTS when the screen switches over click in the dates and times you want to run your report then press the lightning bolt in the top left hand corner. A list of reports will come up and tell you what accounts have locates, if's, inteliform tickets, and message form slips. Go back into agent interface and go through each account you see on the list.
Board checks are done to remove old information in locates that are no longer active and to ensure there are no waiting messages that need to be sent to any of our accounts. This can be done 2 different ways. 1.- In Agent interface keystroke next call check in, ALT +B a box will pop up and will let you add dates and times to when you the report ran. I like you start from the previous day at 12am to the current time which should be close to the end of the shift. Press the run box and then it will tell you how many clients were found with messages in the Grey box. To go through these accounts press CTRL + > and it will take you to each account so you can go through the information.
Activity Trace. This activity trace tells you all the activity that has happened to work the message, the oldest to most recent activity.
CMC Oncall Scheduler
The CMC on-call scheduler is an application inside of Startel that allows for o/c information to be entered easily with no need for an action to remove it since the scheduler will remove expired information based on time automatically. To access the CMC scheduler Hit “Alt + C” and it will display as shown Below
Another way to pull up the CMC on-call schedule is to go up to VIEW and choose CMC on-call Schedule.
Joint User
Members
Members can be people, places or other types of entities, such as depatments or specific protocols like code calls in a hospital environment A Memeber has their own contact information, specific instruction and could have their o wn automated dispatch script that differs from the clients
When Answering a call for a lcient using members there are 4 ways that a message can be associated with a member
Keystrokes
Keystrokes
Startel Flex Videos
Make sure you take notesPOP quiz is next!
+ Click me
Pop Quiz
Let's practice what you have learned!
Start
1/10
2/10
3/10
4/10
5/10
6/10
7/10
8/10
9/10
10/10
End ofthe quiz!
You made it! Please send a screen shot to your trainer via Discord
Joint users
Notice the account number in the top, right-hand corner (See image) for a blow-up of this). It has the account number listed as 4848. That’s the “Shell” that holds all the other accounts in one place.
What is a Joint User Account? A Joint User account is a “shell” that holds several pieces of an account together. For example: A medical office that has multiple doctors/offices that share on-call or are billed to the same client, but have different instructions, and office locations or require us to gather different information on a message ticket.
SET DELAY
A.K.A Actions
● What are they? These are actions set on messages that need further follow-up. Think of it as an alarm or a reminder. ● Why would I setup an Alarm? Some doctors or technicians may not answer when we call them. They might be out in the field or with a patient. To ensure we follow up, we set up delays and attempt to reach them again later.
Save
Inbox
This can be used when you need to “hold” a message in the account to relay to the office at a later time or the caller is missing information and will call back at a later time.
Answering Phrase and Status Field
Status Field This determines the state the call was in before it came to you
The answer phrase It will adjust to the time of day. When the phone rings it will display what you have to say to the caller to start the conversation
Deliver
Trash can
You will use this key after the holding message has been given to the on-call (If no further action is needed such as email, text, or group dispatch, etc. This will be outlined in the protocol). You will also use this key after documenting things such as giving info, wrong number, hang up/no response, etc.
Activity Trace
A. K. A Tracing your call
What is tracing and why do we make such a big deal? Let’s start from the beginning. When you take a call, 2 things happen. 1. You are the only one who touches the call from talking to the caller and dispatching the call to the client. 2. You are not the only one who touches the call! You may take the call, talk to the caller, and even do the first step of dispatching, however, that may not be the end of it. Number 2 is the reason why using the TRACE function is important. But using it correctly, and with detail, is even more important!
Why do we use the Trace function? 1. Some clients want to see all of the activity that comes with a call. This includes all of the dispatchings that occurred- including “On-calls” that were reached or not and the times that these things happened. 2. Sometimes our clients receive the activity trace to verify that the “on-call” was called and did not answer or said to hold the call. 3. This will allow the agent that picks up the action for your call, to know exactly what has happened and what the next step should be.
25th Status line
A.K.ACall Field
This will contain
SOFTPHONE
Think of it as your cell phone. The softphone is where the audio comes from, and every time a call comes in, it will ring on your softphone. Startel Flex is linked to this app and will display the account number when it rings.
The Softphone NEEDS to MATCH the POSITION on the startel Interface
Message Slips
For some accounts, we have options to choose from before entering a message. It is important to obtain the reason for the call FIRST to select the appropriate slip.As and answering service representative, PROVING is KEY to a smooth call
Special Functions
A. K. A Tracing your call
The special function menu is a menu that is used to make documenting your calls faster. As an agent working a message, it is your responsibility to document EVERYTHING you do to work a message. This menu will give you a set of pre-programmed documentation options to choose from to save the agent keystrokes. If you need to document something that is not in the SF menu, you can use a timestamp CONTROL T to give you an open comment line.