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Horizon Contact Agent
Release Notes
Horizon Contact Agent

Agent Portal and Setup

  • Getting started
    • Your Inbox
    • Agent Portal Overview
    • What I can see on my screen after I log in
    • Changing my password
    • What to do if I forget my login password
    • Agent Setup Guide
      • How to log in
      • Portal walk through
      • Status Settings
      • Making an internal call to another agent or group
      • Selecting how I receive calls
  • Communication
    • Configuring audio settings
    • Changing my contact method
    • Contacting a customer
    • Searching a queue
  • Status management
    • Using the status bar
    • Changing my current status
    • Indicating if I’m available or on a break
    • Making myself available on specific channels and/or queues only
    • Viewing the status of other agents and queues
  • Recent activity
    • Recent activity summary
    • Viewing detailed statistics
    • Viewing summary information for queues in my group(s)

Handling Calls

  • Inbound Calls
    • Answering a call
    • Having calls delivered to me automatically
    • Pick up a call that is ringing on another agent’s phone
    • Troubleshooting issues with receiving calls
  • Outbound Calls
    • Calling from the Outbound panel
    • Calling from the Quick Dial panel
    • Calling from your saved contacts
    • Calling from your recent calls list
  • Call Management
    • What I can see on my screen when I’m on a call
    • Using the call control buttons
    • Tasks to complete when your call ends
    • Recording a call
    • Transferring a call to a third party
    • Viewing recent calls
    • Receiving desktop notifications
    • Agent Scripts for calls

Handling Emails

  • Logging into your email server
  • Handling emails
  • Responding to an email
  • Sending an ad-hoc email
  • Activating an email
  • Forwarding an email
  • Parking an email
  • Classifying an email
  • Inserting text blocks
  • Selecting email attachments
  • Viewing and taking pending emails from queues
  • Deciding which queue’s items to take first
  • Returning or transferring an item to a queue
  • Viewing the history of an email
  • Viewing the activity timeline of an email

Handling SMS Messages

  • Sending an SMS message
  • Sending SMS messages during webchats

Handling webchats

  • Handling webchats
  • Responding to a webchat
  • Using the chat control buttons
  • Activate a webchat
  • Pausing a webchat
  • Inserting a template
  • Classifying a webchat
  • Extending or ending my wrapup time
  • Contacting a customer via the current chat session
  • Deciding which queue’s items to take first
  • Viewing pending webchats and taking webchats from queue(s)
  • Returning or transferring an item to a queue
  • Sending a chat history to the webclient
  • Flagging a webchat as abusive

Handling Payments

  • Managing Live Payments
  • Taking, sending or refunding a payment
  • Taking pending payment transactions from queues
  • Viewing payment transactions

Scheduled calls

  • Scheduled calls
  • Scheduling a callback for the current call
  • Scheduling a callback between calls
  • Viewing and changing times for scheduled callbacks
  • Making a scheduled callback

Contacts

  • Confirming a customer’s contact record
  • Managing contacts
  • Viewing a customer’s contact history
  • Contacting a customer by email or social media
  • Updating a customer’s details
  • Looking up a customer’s contact record
  • Creating a new contact record

Third-party CRM Platforms

  • Third-party CRM platforms overview
  • Using the Contact softphone within Salesforce
  • Using the Contact softphone within MS Dynamics
  • Using the Contact softphone within Zendesk
  • Troubleshooting
  • Care Connect
    • Care Connect introduction
    • Making outbound calls to patients
    • Receiving patient’s calls
    • Searching for patient’s details
  • ConConnect
    • Logging into ConConnect
    • Making an Outbound call using ConConnect
  • Home
  • Docs
  • Third-party CRM Platforms
  • Care Connect
  • Receiving patient’s calls
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Receiving patient’s calls

Care Connect can be used to receive inbound patient calls. When a call is received, the contact’s details will be automatically opened on screen within the EMIS/SystmOne system, reducing the time needed by agents to manually search for information.

Receiving an Inbound Call From a Patient #

This procedure assumes that you are already logged into your Contact Agent Portal, EMIS Web/SystmOne and the Care Connect app.

EMIS
SystmOne

When you receive an inbound call, the call details are displayed on the Contact web interface. For example:

A screenshot of a computerDescription automatically generated

The Care Connect app detects that you are being called and searches for all patients who are registered under that phone number on EMIS. You can click on any patient who is listed and EMIS Web switches to that patient (the selected patient becomes the active patient).

Answer incoming calls #

To answer the incoming call, in the Active Item dialog of your Contact Agent Portal click the green answer button. The call becomes your active item in Contact. You can then handle it as you would any inbound call in your Agent Portal.

Select a different patient #

If there are multiple patients associated with the phone number you can select a different patient and make them the active patient.

Click the appropriate row in the Care Connect app. For example:

A screenshot of a phone callDescription automatically generated with medium confidence
  • To end the call select the red ‘end call’ button
  • To classify the call, select the green ‘complete’ button

When you receive an inbound call, the call details are displayed on the Horizon Contact web interface. For example:

The CareConnect app detects that you are being called and searches for all patients who are registered under that phone number on SystmOne. You can click on any patient who is listed and SystmOne switches to that patient (the selected patient becomes the active patient).

Answer incoming calls #

To answer the incoming call, in the Active Item dialog of your Contact Agent Portal click the green answer button. The call becomes your active item in Contact. You can then handle it as you would any inbound call in your Agent Portal.

Select a different patient #

To make a different patient who is listed under this phone number the active patient, click the appropriate row in the CareConnect app.

For example:

To end the current call, do one of the following:

If the call is in progress, click:

If the call is being wrapped up, click:

Video Guide – Receiving patient calls #

The following video demonstrates the process of receiving patient calls via EMIS.

How did you find this training?
Making outbound calls to patientsSearching for patient’s details
Table of Contents
  • Receiving an Inbound Call From a Patient
    • Answer incoming calls
    • Select a different patient
    • Answer incoming calls
    • Select a different patient
  • Video Guide - Receiving patient calls

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