Automated phone calls can be used to reach patients with a landline on file. You can use Triggers, Bulk Messages, and Campaigns to make automated phone calls.

Interactive Voice Response (IVR)

You may see Artera's phone call functionality referred to as "IVR" or Interactive Voice Response. This is the technical term for the automated phone system technology Artera uses to deliver phone calls to patients. 

Patient Call Interaction

Greeting

When a patient receives an automated phone call, they must answer with "hello" or another greeting to prompt the message to start. 

What happens if the call goes to voicemail? 

Artera's system uses answering machine detection to listen to the call's greeting. Based on the length and sound patterns of the greeting, it determines whether or not to leave a voicemail.

Message Content Delivered

The message a patient hears can depends on whether the patient answers the call. For example, if a patient does not answer an automated appointment reminder call and it goes to voicemail, Artera will not play the {eventConfirmText} Smart Phrase message that prompts patients to confirm their appointment by pressing 1. Instead, it will simply leave the initial part of the response.

Call Event Messages in Patient Channel

There are several Event Messages that appear in the Patient Channel which can help you determine if the patient has received the call. 

Check out the following table for a list of the call status in Artera and the related Event Message:

Creating a Phone Message

When configuring your phone message, keep the following recommendations in mind:

Abbreviations

Always use the full word for any term in your call scripts, as the IVR system might mispronounce abbreviations. For example, instead of writing "appt," you should write out "appointment."

• Avoid using "/" which will read as "slash."

• Avoid the abbreviations Bldg, N, E, S, W. Instead, type the complete word.

• Recognized abbreviations include: Ste. and Ste as "Suite" and Dr. and Dr as "Drive."

• 101-B ignores the - and will be read as "101B."

Appointment Confirmation Messages

When creating appointment reminder messages (i.e. messages where you are asking the patient to confirm an upcoming appointment), ensure the {eventConfirmText} Smart Phrase is the last part of your message. Remember, while you will not be able to see the {eventConfirmText} Smart Phrase content (e.g. "To confirm your visit, please press 1") in the Patient’s Channel for calls, the patient will hear that part of the message if the call is answered.

Language Preferences and Translations

Calls can be configured and delivered in any of the supported translations when translations are added to the call message. However, not all Smart Phrases accommodate the translations supported by the message capability in Artera

Preview Phone Message

To preview a Phone Message:

1. When creating or editing a call message in Bulk Messages, Campaigns, or Triggers, select the Phone icon.

2. Enter a valid 10-digit phone number and select Call Me. 

3. Say “Hello” to activate the message. 

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