Frequently Asked Questions: For Existing Clients

This page contains answers to questions commonly asked by Time Communications clients. To find answers to general questions regarding Time Communications’ call center, answering service or order taking services, please see the General FAQs section.

Q. How do I notify you if there is a change in my on-call schedule?
A.  If you are using our on-call scheduling system you can make that change right over the Internet; there is no need to contact us at all. If we are inputting the schedule for you please fax your changes to 651-298-1945, or send us an E-Mail.  Please clearly mark the change. Please allow 2-3 business days for changes to be implemented.

Q. What if I need my on-call schedule changed after-hours?
A. Please call us directly using our Check-In Line at 651-229-3000 and ask for a supervisor. For our records, we ask you fax the requested change over when you have access to a fax machine. If you fax or email a change after-hours, without speaking with one of our supervisors, it may not be completed until the next business day.

Q. What if I don’t remember my Account Number, or Login Name and Password?
A. Simply contact our office by calling our Check-In Line at 651-229-3000 and ask to speak with a supervisor. By answering a few simple questions the supervisor can supply you with the needed information.

Q. Am I able to change my Login Name or Password myself?
A. No. For system security reasons, Login Name and Password changes must be made by Time Communications.

Q. I’m having trouble accessing the web site to input my on-call schedule. What should I do?
A. Please contact our Client Services Team at 651-298-1332. We will be glad to assist you.

Q. I have the On-Call web page book-marked or saved in my Favorites file, but when I get to the page I can’t log in. Am I doing something wrong?
A. Due to the rapid progression of technology, the web pages are upgraded frequently. While the pages may appear to be the same, the address path may have changed slightly. For this reason, it is best to access the site by typing the Web address in manually.

Q. How far in advance can I enter my on-call schedule?
A. Our system has the ability to retain information up to one year in advance. All past schedules are retained for eight weeks after the last date of entry. This allows you to look back as well as forward.

Q. I am trying to change my list of on-call resources, or their phone numbers, on your web site without success. What am I doing wrong?
A. For security reasons, our Client Services Team needs to make these types of changes. Please notify us via fax or email when this type of change is required.

Q. How do I change a schedule that has already been entered?
A. Select the date the change occurs on the calendar on the right side of your screen. When the entries are displayed, simply select the entry to be updated by clicking on it. Then click on the edit button. The chosen entry will be displayed and you can make any revisions necessary.

Q. We often have more than one person on call, but they should be contacted in a certain order. Can I indicate this somehow?
A. Yes. Select the “Sort Order” of each on-call employee as you enter their schedule. The order ranges from 0-255, with the “0” entry appearing at the top of the schedule. Others listed will appear in ascending order. The “Comment” section is also very helpful in relaying special instructions to our staff such as “call cell phone first”!

Q. I love entering my own on-call schedule via your web site, but would like a hard copy of it for my office when I am done. Is this possible?
A. Yes. Use the “Report” button on the calendar screen. This allows you to print your active schedule by simply selecting the dates and times you’d like to print in a hard-copy format. There are also three different report formats to choose from, so you can find the one that best suits your needs.

Q. How much time do you require to input account changes?
A. Please allow 2-3 business days for all requested changes to be completed. If an immediate change is required, please let us know and we’ll make the revision a priority.

Q. I answered a page by using the Check-In Line and listened to the message via voicemail. Shortly after, I was paged again for the same message. What happened?
A. You must remember to either SAVE or DELETE the message after listening to it. If you don’t, the system will not recognize the check-in, and we will escalate the call.

Q. I misplaced a message left for me two weeks ago. I spoke to an operator who said it is no longer on her screen. Is there any way for me to retrieve that message?
A. Yes. Call our Client Services Team at 651-298-1332. All messages are archived so we are able to retrieve them for you if necessary. We are also able to run a Caller I.D. Report in the event phone numbers are misplaced.

Q. I often get messages from the answering service that say “Information Only”, “Fax Signal”, “Wrong Number”, “Will Call Back”, etc. What do these mean?
A. Our CSR’s are required to document all calls that come in on a client’s account. “Information Only” means the caller asked a question and we were able to answer (e.g.., What is your mailing address or what is your fax number). “Fax Signal” means the caller was trying to send a fax over your office telephone line. “Wrong Number” means the caller dialed your telephone number in error; and “Will Call Back” means the caller chose not to leave a message.

Q. I often forget to call in and listen to my voice mail messages. Are there any other ways for me to retrieve voice mail messages, without having to call in?
A. Yes. We can email your voice mail messages to you via .wav files; we can transcribe your messages and fax or email them to you; or we can send them out on your alpha-pager or cell phone! Call our Client Services Team if any of these options appeal to you.